MattsenKumar
FEBRUARY 3, 2023
As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. This not only helps to improve CX but can also help to increase customer loyalty.
InteractionMetrics
MAY 28, 2019
Methods outside of surveys include customer interviews, mystery shops, and customer service evaluations. Customer Interviews: Give you an in-depth view of your customers’ expectations versus their perceptions. Mystery Shops: Reveal customer service insights, especially regarding specific scenarios.
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Comm100
AUGUST 21, 2018
A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. As your agents become experts in more involved customer service scenarios, you can expect their handle time to begin to decrease once again.
Comm100
AUGUST 21, 2018
A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. As your agents become experts in more involved customer service scenarios, you can expect their handle time to begin to decrease once again.
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