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Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends

To build and maintain an optimal workplace, organizations should deliver top-notch customer service and optimize the quality process within. Customer

Good brands meet customer expectations, but the best brands deliver a legendary customer experience and exceed their expectations. To continuously

While brands have started competing on customer experience, it is becoming vital for them to ensure that CX remains top-notch.

The pandemic is disrupting the way different departments are functioning. Most of the workforce is working remotely, making it difficult

With continuously evolving technology, contact centers are constantly optimizing the way various processes are happening. Quality Assurance is one main

The first step to ensure consistent improvement in performance is, after every conversation, write down what was said. You don’t

In this article we are going to focus on setting SMART (Specific, Measurable, Attainable, Relevant, and Time-Bound) Goals for your

Contact centers remain competitive based on customer experience and the performance of its team members. Workforce management solutions allocate resources