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 article will discuss 8 quality monitoring strategies for improving CX and loyalty.

Mystery Shopping 52

Mystery Shopping CX Contact Center Social Media 52

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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. Once you adopt chatbot customer service, your bot will be able to take care of a large portion of these simple queries.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

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. Once you adopt chatbot customer service, your bot will be able to take care of a large portion of these simple queries.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40