Contact Center Customer Feedback Scorecard 
eglobalis
JULY 2, 2024
Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. These companies integrate NPS into broader customer experience strategies, complementing it with additional qualitative insights and metrics to paint a comprehensive picture.
Retently
OCTOBER 11, 2024
With real-time monitoring and automated quality checks, these tools help brands quickly spot and fix issues, enhancing overall customer support. Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality.
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Fonolo
JANUARY 31, 2018
It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.
Taylor Reach Group
NOVEMBER 29, 2019
” Putting aside the fact that I completely agree with Helen that this is arrogant, it reminded me some of the things that contact center operators do that demonstrates that “we believe we know better than our customers.” ” Most contact centers have a quality assurance or quality evaluation team.
Callminer
FEBRUARY 21, 2018
This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. So, this is a great question to ask when comparing call center monitoring software. The latter includes agents’ self-analysis scorecards. Peter Abah. TechnologyAdvice.
Taylor Reach Group
NOVEMBER 18, 2019
More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. This internally focused approach could be in conflict with what customers feel and experience. By Turaj Seyrafiaan. The process is rather simple!
Customer Service Life
SEPTEMBER 7, 2018
Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them. Customers can then recommend that agents be rewarded.
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