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...
Read MoreThe 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...
Read MoreMastering 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...
Read MoreStaffing 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...
Read MoreHow 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)...
Read MoreDiscover 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...
Read MoreExploring 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...
Read MoreHow Quality Assurance Impacts CX
January 12, 2024 | Tim Carrigan
Have you ever dialed a company's customer service line and heard the familiar disclaimer, "This call may be recorded and monitored for quality...
Read MoreHow 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...
Read MoreFrom 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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