2016 Best practices Calibration Customer Experience 
NICE inContact
JUNE 21, 2016
Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. DO: Hold recurring calibration sessions.
Service Agility
JANUARY 10, 2018
Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Customers now have a voice, and contact center leaders have direct insight into the service improvements most valued by customers.
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