Contact Center Customer Service Metrics Quality calibration 
Customer Service Life
SEPTEMBER 7, 2018
Let’s pause for a moment and acknowledge that the proposition of cutting quality assurance — a resource-intensive process in most contact centers — and allowing customers to handle it would certainly be attractive to many contact center leaders. CSAT is sometimes measured too early in the process.
Customer Service Life
JUNE 17, 2019
How are you currently tracking quality for your customer service team? I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. Are you a customer service manager who also happens to be an Excel whiz?
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