Listening to customers brings businesses one step closer to putting actual KPIs on Customer Happiness. Customer Experience is a key driver in business growth, and every large company nowadays can boast about having a CCO or a CHO (Customer Happiness Officer). CX is an investment, and as such, it needs to offer a return. But […]
Call Center Quality Assurance is headed for a big digital transformation. How to embrace voice to stay on top? I sat down to write this blog post after reading an excellent article from the BPA Quality team, titled “20 Call Center Quality Assurance Considerations – the Big Picture” (read here). BPA listed 20 pieces of […]
How to invest in Customer Experience technology to move the NPS bar? Have you ever seen one of those super-popular IKEA bead maze toys? The task is to take each block for a ride through a series of twists and turns and deliver it safely from start to finish. Customer Experience has a similar task — […]
Debunking 5 myths about adding voice to Omnichannel Analytics. Omnichannel Analytics is all about customer journeys. It’s task is to connect the dots between touch points, devices, and actions to paint an accurate picture of every individual customer’s experience; to design predictable models of the client base. Businesses need to venture out of their safe data zone […]
How to help call agents fight stress during high traffic? Stress kills productivity and leads to lower engagement. Discover five quick fixes to help call center agents fight stress during high traffic. Play office Santa Many agents mentioned that keeping their hand busy helps them relax during stressful calls. Knitting, kneading play-doh, playing with […]