Like most industries, customer service has its own jargon - chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms....
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....
Times, they are always a-changing. No longer silently taking poor treatment, employees and customers have pushed back against companies: employees via the Great Resignation, and customers with changing brand loyalty. Inflation in the US is at a decade high on the heels of two already...
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...
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