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What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Oct 16, 2020 Ashwini Kumar What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

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…

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FCR: Define It, Then Measure It

Sep 06, 2020 Al Hopper FCR: Define It, Then Measure It

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…

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Go Beyond Net Promoter Score To Measure The Customer Experience Effectively

Aug 27, 2020 Jim Iyoob Go Beyond Net Promoter Score To Measure The Customer Experience Effectively

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…

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How does Social Media Boost Customer Experience?

Aug 07, 2020 Amit Kachhawa How does Social Media Boost Customer Experience?

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…

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4 Golden Contact Center Quality Monitoring Trends of All Time

Jul 31, 2020 Shawndra Tobias 4 Golden Contact Center Quality Monitoring Trends of All Time

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…

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Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?

Jun 30, 2020 Jim Iyoob Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?

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…

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How does Human Resources Impact Customer Experience?

May 27, 2020 Veronica Chimney How does Human Resources Impact Customer Experience?

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…

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Human Intelligence + Artificial Intelligence – The ‘Winning Formula’ to Deliver Remarkable Customer Experience

May 20, 2020 Jim Iyoob Human Intelligence + Artificial Intelligence – The ‘Winning Formula’ to Deliver Remarkable Customer Experience

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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