Are you using these measures for your quality assurance process? We talked to Fred Shadding, Founder & Chief Advisor of The Call Center Source, about the biggest challenges, metrics, and
Is NPS your go-to metric? Find out whether or not NPS is the right metric to use when you're tracking customer experience and how you can improve it.
The Mobile-First Mindset is exactly what you need to stay up to date with the 2019 trends in Customer Support. Mobile is not really about the phone, but mostly about…
Pepper is the world's first social humanoid robot that can recognize faces and basic human emotions manufactured by SoftBank Robotics. It got us thinking about how a bot like Pepper
We sat down with Jeanne Bliss, founder of CustomerBliss & a world-renowned speaker in customer experience, at Customer Contact Week (CCW) in Vegas to talk about customer experience today.
Understand how having real-time speech analytics in call centers improves customer experience & employee performance.
There is lot of conversation on how to increase surveys responses. But what if customers just don't want to respond to the surveys?
I'm sure you've heard people say customer experience (CX) is important. But what's the different between customer service and customer experience? And why do customers care about the 'experience' so
Customer experience is for a company what exercise & eating heathy is for an individual. Everyone knows it’s important, but very few people actually do it. You need a coach
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