If you work in a contact center of almost any size, you’re almost certainly familiar with the use of call center..
Call centers play such a pivotal role these days in customer engagement and marketing initiatives. As a critical touchpoint..
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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Most call centres have the capability to allow agents to score themselves but most managers don’t take advantage of it...
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..