Outsource Consultants

JANUARY 16, 2025

Contact center quality assurance is the backbone of exceptional customer service. It’s not just about monitoring calls; it’s about continuously improving every customer interaction. At Outsource Consultants, we’ve seen firsthand how implementing contact center quality assurance best practices can transform customer experiences and drive business success — from security to seasonal industries to strategic call center KPI achievement.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

AnswerConnect

JANUARY 16, 2025

Expertly manage phone answering, personalize calls, and improve the customer experience with this step-by-step article. Convert callers with AnswerConnect now. The post 6 steps to transform callers into loyal customers appeared first on AnswerConnect Blog.

Personalization 52

Personalization Customer Experience Management Answering services 52

Concentrix

JANUARY 16, 2025

VIRTUAL EXPERIENCE Sip & Savor Series: The Journey to Better Customer Experiences Register Now February 20, 2025 1:00pm PST and 4:00pm EST Join us for a virtual chocolate tasting experience while we dive into personalizing the healthcare experience and Customer Journey Analytics.

Customer Experience 48

Customer Experience Healthcare Enterprise Analytics 48

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

Advertisement

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

AWS Machine Learning

JANUARY 16, 2025

This post is co-written with Sujith R Pillai from Kyndryl. In this post, we show you how Kyndryl , an AWS Premier Tier Services Partner and IT infrastructure services provider that designs, builds, manages, and modernizes complex, mission-critical information systems, integrated Amazon Q Business with ServiceNow in a few simple steps. You will learn how to configure Amazon Q Business and ServiceNow, how to create a generative AI plugin for your ServiceNow incidents, and how to test and interact

Accountability 112

Accountability Management Self service Enterprise 112

Win the Customer

JANUARY 16, 2025

Product-Led Growth (PLG) hinges on creating a product experience so compelling that it drives user adoption and virality. Central to this success is a deep understanding of customer needs, preferences, and pain points. In the age of AI, businesses can significantly enhance their PLG strategies by leveraging AI to analyze customer feedback more effectively, leading to faster iterations, improved product-market fit, and ultimately, accelerated growth. 1.

Feedback 59

Feedback Surveys Analytics Personalization 59

CSM Magazine

JANUARY 16, 2025

Setting up a call center might seem overwhelming if you’re not a tech wizard, but don’t worry it’s more manageable than you think. I’ve helped numerous small businesses establish their call centers from scratch, and I’ll walk you through the process in plain English. Let’s break it down into bite-sized pieces that won’t give you a headache. 1.

Call Center 52

Call Center voip CRM Banking 52

Brad Cleveland Blog

JANUARY 16, 2025

I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer service will … Continue reading → The post Quality Standards for Customer Service: Common Misconceptions appeared first on Brad Cleveland.

Customer Service 20

Customer Service Scripts Quality management Contact Center 20