How to Take Your Contact Center to the Next Level with Effective Quality Assurance?
Dec 28, 2020 Jim Iyoob
Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the…
Learn More...How did Omnichannel Customer Experience Evolve in 2020?
Dec 15, 2020 Amit Kachhawa
In the past few years, omnichannel customer experience (CX) has quickly evolved as a core part of CX. Brands that design and deliver an omnichannel…
Learn More...What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?
Oct 16, 2020 Ashwini Kumar
Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions…
Learn More...FCR: Define It, Then Measure It
Sep 06, 2020 Al Hopper
Start with the letters Start with C before F and R. C has changed the most over time. F is usually accepted as First but…
Learn More...Go Beyond Net Promoter Score To Measure The Customer Experience Effectively
Aug 27, 2020 Jim Iyoob
Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most…
Learn More...How does Social Media Boost Customer Experience?
Aug 07, 2020 Amit Kachhawa
Those of us who are in leadership understand how important the customer experience is and the potential ripple effect that can take place due to…
Learn More...4 Golden Contact Center Quality Monitoring Trends of All Time
Jul 31, 2020 Shawndra Tobias
When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two challenges that they…
Learn More...Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?
Jun 30, 2020 Jim Iyoob
Whether you’ve utilized a contact center for your business needs, contacted one as a customer, or worked as a contact center team member, you have…
Learn More...How does Human Resources Impact Customer Experience?
May 27, 2020 Veronica Chimney
When customer experience is delivered right, brands can increase their revenue remarkably, simultaneously creating happier customers who enjoy using their products and services. All the…
Learn More...Human Intelligence + Artificial Intelligence – The ‘Winning Formula’ to Deliver Remarkable Customer Experience
May 20, 2020 Jim Iyoob
If I were to ask a bunch of people the last time they had a really great experience as a customer, it probably wouldn’t take…
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