This blog series began with “How Call Center QA Improves NPS and Customer Experience” and continued with “Correlating NPS and..

We can all agree that brand recognition and success are elusive and hard to achieve. But there are ways of increasing brand..

Ever heard of Ryanair?

This innovative airline is making waves in the E.U. and around the region. An accessible and affordable..

Average Handle Time (AHT) is a productivity measure that call center agents are often encouraged to reduce or stay close to a..

UK energy provider Npower has had the most complaints every quarter since the end of 2012 out of all the “big six”, the issue..

54% of managers have said that improving the Customer Experience is a major priority in their call centre, according to the..