If you are a call center or quality assurance manager, then you likely use call center metrics to measure your agents'..

A great customer experience isn’t just a consideration; it’s a necessity.

This blog has been updated in June 2019

Positive customer engagement is a critical component of any call center operation. You..

When it comes to improving call center quality assurance (QA), the central issue for most organizations isn’t why it needs to..

Worldwide, only 67% of people believe that customer service, as a whole, is improving. This emphasizes that customer service..

Customer service teams are often the face of your company. Responsible for all direct personal contact with your customers,..

The number one way to impact the level of trust your customers have with your company is by offering excellent customer..

For one-third of your customers, you have just one chance to make a positive impression, or they’ll switch companies