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

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

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

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

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

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

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

In this article we are going to focus on setting SMART (Specific, Measurable, Attainable, Relevant, and Time-Bound) Goals for your team’s overall growth. We all

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