DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. When QA was the best way (and in many cases, the only way) to gain an understanding of what was happening in the contact center, some feedback was better than nothing.

Analytics 76

Analytics Contact Center Quality management Construction 76

Spearline

OCTOBER 7, 2020

If you are a business with a large number of contact centers, you should be mindful of how your customers will be easily impacted by the effects of high latency. You want to make sure the quality of the call is high and is valuable in giving the customer the best experience possible. How does it work?

Customer Experience 52

Customer Experience Abandon rate Call flow Quality management 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98