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Improving Customer Experience and NPS Through Quality Assessment

Measuring call center Quality Assurance is necessary to improve NPS and other customer-driven experience analyticsthat directly correlate with revenue growth. 

This 18 page! eBook contains clear insight into:

  • Understanding the Customer Journey through Your Contact..

Understanding the Customer Journey through Your Contact Center (Blog #3 in a Series)

This blog series began with “How Call Center QA Improves NPS and Customer Experience” and continued with “Correlating NPS and QA Scoring: Driving Shareholder Value” as we address how Quality Assurance in the contact center is being used by organizations, large and..

Correlating NPS and QA Scoring: Driving Shareholder Value (Blog #2 in a Series)

Our blog series began with “How Call Center QA Improves NPS and Customer Experience” as we address how Quality Assurance in the contact center is being used by organizations, large and small, to improve NPS and overall customer experience. This blog post is the..

On-Demand Webinar: Quality Assessment — Empowering the Contact Center Manager and the C-Suite

  • Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey
  • Why your contact center workforce is the key to successful customer journeys and customer engagement.
  • How Your Contact Center Quality Assessment..

4 Tips for Maximizing Your Contact Center for Omnichannel Engagement

Today’s businesses rely on healthy customer engagement initiatives for profitability and long-term customer loyalty. Being present at all customer touch points with personalized, relevant communications is not only a customer expectation, it’s critical for a brand’s..

How Call Center QA Improves NPS and Customer Experience (Blog #1 in a Series)

This is Blog #1 in a series exploring how Quality Assurance in the contact center is being used by organizations, large and small, to improve NPS and overall customer experience.

Data Monetization in the Contact Center

Today’s digital customers are more self-sufficient than even a few years ago, creating a gap in their interactions with a company’s call center. Many of their requests can be managed online, which reduces the opportunities for call center agents to engage and..

Will the Contact Center fall under Marketing’s domain anytime soon—or is it already?

The line between marketing and customer service has been blurred for quite a while. Both organizations have direct interactions with prospects and customers and when you add the sales team into the mix, the line becomes even more blurred. Who actually owns the..

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