Quality Assurance in the Contact Center

Providing a quality, positive experience to your customers at every touch point creates more satisfied, loyal customers who are much more likely to purchase from your company again. Studies show that 49% of American consumers switch companies due to poor customer service. In fact, 47% of customers say they’ll stop buying from a company if they have just one subpar ... Read More

Make the Most of Your Metrics

Leveraging data insights is essential in making strategic business decisions. In the world of contact centers, there are so many metrics that can help illustrate the thousands of interactions that happen daily. These metrics, or key performance indicators, are how success is measured.  As a company, it’s important to take a step back, look at the story the metrics are ... Read More