DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. I’ve talked about this concept for over 12 years, but the idea has not caught on, even though it has a payback and will improve the customer and agent experience. It’s Time to Replace Traditional QA.

Analytics 76

Analytics Contact Center Quality management Construction 76

Spearline

OCTOBER 7, 2020

Echo, overlapping noises i.e. talking over one another, ‘slow calls’, interrupted calls, and disturbed synchronization between voice and video during conferencing are all common effects that can easily end up damaging your business through loss of revenue and terrible customer experience. 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