4 Steps to Maturing Your Quality Practice
January 11, 2023 | Tim Carrigan
When was the last time you really looked at and questioned how you measure the customer experience of your live (phone or chat) interactions? For...
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Overcoming the Blind Spots in a Quality Assurance Practice
December 20, 2022 | Tim Carrigan
Contact center quality assurance programs originally sprang from companies’ need to understand contact center agent performance. Due to technological...
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How to Wow Your Customers with Personalized Experiences – And Why It’s Harder Than It Looks
September 12, 2022 | Andy Mattox
One size rarely fits all. Obvious? Apparently not, judging by how often businesses have a customer experience (CX) strategy that forces everyone to...
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The Single Most Important Element to Improve Customer Experience (CX)
September 2, 2022 | Andy Mattox
What is the single most important thing I can do to move the needle on our customer experience (CX)? It’s a question clients frequently ask us. It’s...
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Why Quantitative Surveys Fall Short for Customer Experience
September 2, 2022 | Dan Arthur
What do your customers really want? Finding out isn’t just a matter of asking via surveys. It’s about asking the right questions – something that...
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Why Organization-Wide Buy-In Is Key to Your CX Journey
September 2, 2022 | Andy Mattox
It takes a village, right? Well, maybe not exactly a village, but it’s no secret that anything pertaining to Customer Experience will require...
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Why Your Business Should Adopt a Hybrid Work Model
July 21, 2022 | Jeff Lewandowski
In March 2021, Andrew Reise published a study of 416 respondents that worked remotely over the past year. We are presenting the findings in a...
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The Importance of Company Culture In A Remote Working Environment
July 21, 2022 | Jeff Lewandowski
In March 2021, Andrew Reise commissioned a study of 416 respondents that worked remotely over the past year. The goal of the study was to uncover...
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