In today’s digital business, almost all customers expect that their problem can be solved quickly and easily. Here’s why Customer Effort Score (CES) is important in customer service. It is a metric to measure how easily your customers get an issue resolved or a request fulfilled.Measuring customer e
Phone call recordings are necessary for businesses, especially in the customer service industry. They provide lots of valuable information about customers, such as pain points, behaviors, potential needs, emotions, etc.—this includes recordings of outgoing calls (like proactive follow-ups
In the world of contact centers or call centers, quality management (QA) refers to the continuous process of monitoring and evaluating customer interactions, providing the best-in-class customer experience.For customer-focused businesses, quality management is an indispensable part of contact center
