Your call center agents are key to your company’s success. They are the first point of contact with your customers and..
Your contact center and the teams that staff it are ultimately responsible for delivering a consistent and positive customer..
For one-third of your customers, you have just one chance to make a positive impression, or they’ll switch companies
A successful call center is a competitive advantage. It is a key differentiator for many companies - sometimes even above and..
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Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be..
Root cause analysis in the call center means looking beyond the superficial and identifying the problem’s core. Most negative..
Quality assurance is a must in today’s customer experience culture. Customers have so many choices available to them and can..
This blog series began with “How Call Center QA Improves NPS and Customer Experience” and continued with “Correlating NPS and..