Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

It is starting to be a well-accepted belief that call center Quality Assurance (QA) is broken and has little or no impact on improving Csat and FCR. Furthermore, SQM Group's research shows that only ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...

Enlightened call center managers resist prioritizing QA metrics that have not been validated to improve CX outcome metrics such as Csat. Instead, they focus on resolving a customer's inquiry or ...