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

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

This blog has been updated on March 2019

Customer experience (CX) is often classified as an intangible concept; a concept from..

Customer experience executives in all types of organizations continually evaluate call center activities to determine what..

A successful call center is a competitive advantage. It is a key differentiator for many companies - sometimes even above and..

The life of a call center manager can be challenging. You’ve got an entire team of people who must perform well under pressure..

Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..

Today’s digital customers are more self-sufficient than even a few years ago, creating a gap in their interactions with a..