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Understanding the Impact of Emotive CX

Understanding the Impact of Emotive CX

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..

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Why On Earth Should You Let Agents Self-Score?

Why On Earth Should You Let Agents Self-Score?

Most call centres have the capability to allow agents to score themselves but most managers don’t take advantage of it...

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Top Challenges Call Centre QA Teams Face (and how to solve them)

Top Challenges Call Centre QA Teams Face (and how to solve them)

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

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How Quality Assurance (QA) Impacts Call Centre KPIs

How Quality Assurance (QA) Impacts Call Centre KPIs

QA is a process that measures call centre and individual agent performance. Your QA metrics represent the various facts and..

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How Scorecards Support Customer-Oriented Behavior and Call Centre CX

How Scorecards Support Customer-Oriented Behavior and Call Centre CX

Companies that carefully gather and assess call centre data have more effective call centres that are not viewed as cost..

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Emotional Connections Earn Customer Loyalty and Increase CX

Emotional Connections Earn Customer Loyalty and Increase CX

In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from..

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Agent Emotional Intelligence Drives Improved CX

Agent Emotional Intelligence Drives Improved CX

Customer care continues to emerge as a significant contributor to the overall success of companies across many different..

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5 Questions to Ask Before Purchasing New Call Centre CRM Software

5 Questions to Ask Before Purchasing New Call Centre CRM Software

If your people are your most valuable asset, then giving them the software they need to do their jobs well should be an..

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