Historically, quality monitoring programs were implemented exclusively to monitor a customer service agent’s performance. These quality programs were tactical in nature and inwardly focused; determining
Today’s rapid growth of purchasing options leaves companies scrambling for their fair share of time in the spotlight. From both direct competitors to new alternatives,
A reputation for great customer service is built on many areas of business. In-store employees must be friendly, the website must be easily navigable, omni-channel
Leadership must set the tone and define the metrics for customer experience success in the organization. The implementation of programs such as Quality Monitoring will
The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and
Digital technology is quickly changing the game for how companies and consumers interact with one another, setting a precedent for quick, convenient and easily accessible
The importance of customer experience in today’s marketplace is well understood as a competitive differentiator, as well as a driver of brand and customer loyalty.
Companies strive for best-in-class service because they understand the direct relationship that exists between improved customer service, loyalty scores, and greater profitability. Customer Experience is
People at the top of their field are those that continue to learn and grow every day. Business conditions, market environments and customer expectations are
No business can exist without customers and a business cannot ensure long-term success without focused attention to their customer’s experience. Typically, in-store or in-person customer
In my last blog, I described how a business insights program can help organizations gather meaningful insights by combining traditional quality monitoring (QM) with expanded
In a marketplace characterized by emerging technologies and numerous touch points, it’s easy for organizations to lose sight of the importance of effective omni-channel contact
