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Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

Some industries, such as healthcare and finance, have strict regulatory requirements that call centers must adhere to. QM can help businesses ensure their call centers meet these requirements and avoid penalties and fines. Last but not least, QM helps businesses comply with regulatory requirements.

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Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.