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How To Measure Emotive CX

How To Measure Emotive CX

Emotive CX is a suggested framework based on the omni-channel capabilities many organizations are currently building. It can..

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Software Tools Boost Call Center QA Performance

Software Tools Boost Call Center QA Performance

Call centers play such a pivotal role these days in customer engagement and marketing initiatives. As a critical touchpoint..

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

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

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

A successful call center 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 Center KPIs

How Quality Assurance (QA) Impacts Call Center KPIs

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

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Call Center CX eBook

Call Center CX eBook

This eBook provides an overview of the most common challenges facing call centers, agents, and companies today. It also..

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How Scorecards Support Customer-Oriented Behavior and Call Center CX

How Scorecards Support Customer-Oriented Behavior and Call Center CX

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

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