This was part three of a four blog series discussing Emotive CX; what it is, how to measure it, and ways the resulting data..
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..
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This is part one of four blog posts that discusses Emotive CX; what it is, how to measure it, and ways to take action and..
Most call centers have the capability to allow agents to score themselves but most managers don’t take advantage of it...
A successful call center is a competitive advantage. It is a key differentiator for many companies - sometimes even above and..
QA is a process that measures call center and individual agent performance. Your QA metrics represent the various facts and..