10 May Employee Engagement, CX and Happiness
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
CSAT Tag
05 Apr Customer Service Dictionary: Important Definitions In The Contact Center
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....
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....
20 Jul CSAT vs NPS: Two Important Yet Often Confused Customer Service Metrics
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS®....
31 May 5 Reasons Why Surveys Suck and New Empathetic Ways to Improve CSAT and NPS
You’re eager to get back to your long delayed project and then get hit with a survey. Even worse, you’re hit with a survey while trying to get your answer.The point is surveys suck and here are five reasons why....
11 Oct My Personal Customer Service Story: Empathy and Support Inspire Innovation
One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused...
19 Jun Contact Center Speak: QA Metrics and Terms Slideshow
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. ...