Career advancement among customer service and support leaders requires building and maintaining the right professional networks.
Posted August 29, 2024
Here's how to evolve your quality assurance program to prioritize capturing voice of the customer and customer experience insights.
Posted July 25, 2024
Voice of the customer insights should benefit the entire organization, and here's how to leverage them for maximum impact.
Posted February 23, 2024
Companies need to supplement traditional surveys with speech and text analytics
Posted February 10, 2022
Net Promoter Score by itself is not a metric to be used to change agent behavior or for process improvements.
Posted July 01, 2021
Investing in digital self-serve channels will improve, not hurt, contact center operations.
Posted May 03, 2021
Customer service leaders must prioritize employee health and safety as plans are made to re-open offices.
Posted June 25, 2020
Contact center managers need to be a little more flexible and open with employees working from home.
Posted April 24, 2020