This is part one of three blog posts that discusses Emotive CX; what it is, how to measure it, and ways to take action and..
A successful call centre is a competitive advantage. It is a key differentiator for many companies - sometimes even above and..
QA is a process that measures call centre and individual agent performance. Your QA metrics represent the various facts and..
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Companies that carefully gather and assess call centre data have more effective call centres that are not viewed as cost..
In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from..