23 Aug
Why traditional QA processes aren’t working for your customer service...
We talked to Cristopher Kuehl, VP of Analytics & Client Insights at Sitel Group, about the biggest challenges with QA today, what place AI has in improving QA & most importantly call center metrics.
22 Aug
How to motivate your agents to go above & beyond
Find out what strategies you can incorporate in your call center today to motivate your agents. Having your agents engaged can increase profits, increase...
09 Aug
What does your Quality Assurance (QA) process measure?
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 the future of QA.
15 Jul
The Real Truth about Customer Experience with Jeanne Bliss
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.
20 Jun
Metrics that matter in today’s customer-centric world
What are the metrics that matter in a customer-centric world? In an Interview with Patrick Ebrahimian, we discuss how...
29 Jul
Agent Experience before Customer Experience
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 for…
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