Call centers play such a pivotal role these days in customer engagement and marketing initiatives. As a critical touchpoint..
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..
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QA is a process that measures call center and individual agent performance. Your QA metrics represent the various facts and..
Companies that carefully gather and assess call center data have more effective call centers that are not viewed as cost..
In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from..
Customer care continues to emerge as a significant contributor to the overall success of companies across many different..