CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
