Contact center Quality Assurance (QA) is a high-value application, particularly when it’s combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration, and continuous improvement.
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Transforming customer experiences
A contact center research commentary co-authored by Paul Stockford and Abby Monaco
The contact center is a rich source of valuable data and insight, documenting the voice of the customer through transaction histories, comments, compliments, and complaints. Unfortunately, that same data represents an irresistible prize for criminals, who have worked all manner of brute force, social engineering, and internet attacks in an attempt to exploit vulnerabilities and appropriate sensitive financial information.
Organisations are now recognising they have a gap between the service customers expect and the service they can deliver. To close this gap, companies are searching for a single unified Customer Experience (CX) platform that includes the industry’s most complete and best-of-breed CX applications to deliver:
Contact center managers often tell us, “My contact center needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.” However, the reality is that, just like a…
It seems as though the contact center industry is hurtling toward digitization and wholesale adoption of digital channels at the speed of light. Here’s the thing, though – voice still matters.
Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated. Companies that inspire…