Why You Need to Measure Customer Experience in Your Contact Center

Why You Need to Measure Customer Experience in Your Contact Center

Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. While it’s hard to argue against the importance of delivering great CX,…

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? How do…

8 Benchmarks To Improve Your Live Chat Metrics

8 Benchmarks To Improve Your Live Chat Metrics

A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…

5 Top Metrics for Your Customer Service Team Dashboard

5 Top Metrics for Your Customer Service Team Dashboard

What is a dashboard in customer service? It’s simple. This is the hub of your entire customer service, displaying the most important metrics for at-a-glance convenience. Agents, team leaders, managers, and quality-assurance (QA) analysts all depend on a well-organized customer service dashboard to track performance over time.