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Read Article Contact Center Leaders: Why Manual QA Leaves Your Operation Flying Blind
Most manual quality assurance programs review less than 3% of customer interactions. That’s not a QA program. That’s a...
Most manual quality assurance programs review less than 3% of customer interactions. That’s not a QA program. That’s a...
In today’s competitive B2C ecommerce landscape, brands are under constant pressure to deliver exceptional customer experiences. For years, the focus...
A Checklist for Choosing a Contact Center Outsourcing Provider That Cares About Your ROI The traditional BPO world has...
In the customer experience industry, there is a metric that remains a silent killer of profitability: Repetitive Interactions. Traditionally, a...
How Chatbots Drive Business Intelligence and Scalable Growth The definition of exceptional customer service in ecommerce has changed dramatically....
For years, B2B ecommerce organizations viewed outsourcing as a simple fulfillment or call-center solution—mainly a way to offload order...
The contact center is no longer just a cost center; it’s a critical component of the customer experience and...
So, You Have Customer Service Data. Now What? The holiday season has come to an end. Since your company...