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. Automated menus that never address an issue...
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...
Quality is key. No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse multiple metrics including: Average Speed of Answering (ASA) Also referred to as Average Wait Time (AWT)...