22 Mar What Are the QA Metrics and Terms in a Call Center?
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
Don’t underestimate the power of the empathy metric in customer service. To get the most out of this metric though, you need to manage empathy fatigue and avoid using inauthentic empathy that backfires....
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS®....
Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round Repetition may have been fun when you were three. “Play the song again, Dad!” As an adult trying to solve a problem it is maddening. In a post-COVID world the companies...
Goals. When QA goals are met both customers and businesses score. These scores lead to cost savings and cheers. Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to...
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