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....
NPS Tag
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....
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. ...