Crafting a Winning UX Strategy for the Digital Era
April 23, 2024 | Joe Piette
While Americans certainly love to shop, work, and check off tasks online, they also expect to move effortlessly between their chosen channels. In...
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The Evolution of Contact Centers: Top Six Trends for 2024
April 9, 2024 | Tim Carrigan
The modern contact center is in a perpetual state of evolution. Between technological advancements, shifts in consumer behavior, and regulatory...
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Mastering Quality Management: Unlocking the Seven Domains of Excellence
March 19, 2024 | Tim Carrigan
Quality management (QM) is the backbone of a successful call center, ensuring that customer interactions are smooth, efficient, and satisfying. It's...
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Staffing and Operational Metrics: The Far-Reaching Impact of Quality Programs
March 8, 2024 | Tim Carrigan
”Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric" —Phil...
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How Quality Assurance Can Impact Sales
February 20, 2024 | Tim Carrigan
In the dynamic world of sales, where every lead, call, and customer interaction holds the potential for revenue generation, quality assurance (QA)...
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Discover Cutting-Edge Quality Assurance Technologies
February 6, 2024 | Tim Carrigan
Two of the latest innovations in the call center industry, Real-Time Agent Assist (RTAA) and Desktop and Process Analytics (DPA) are transforming the...
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Exploring the Connection Between Quality and Employee Experience
January 23, 2024 | Tim Carrigan
For customer-facing organizations, call centers serve as frontline ambassadors to deliver outstanding customer experiences, resolve issues, and build...
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How Speech Analytics Minimizes Repeat Calls
December 19, 2023 | Tim Carrigan
One critical aspect that impacts customer satisfaction is the need to contact a company more than once for the same issue. When customers need to...
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From Friction to Seamless Service: Using Speech Analytics to Minimize Call Transfers
December 7, 2023 | Tim Carrigan
In the realm of customer service, call transfers have long been a double-edged sword. On the one hand, they enable routing calls to specialized...
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Leveraging Speech Analytics to Boost NPS Scores
November 14, 2023 | Tim Carrigan
Net Promoter Score (NPS) has gained mainstream attention as a valuable customer satisfaction and loyalty metric. Companies are turning to...
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