by Christa Heibel | Apr 3, 2019 | Christa Heibel, CSAT, Customer Experience
I talk a lot about the importance of customer experience data in my blog because I am a firm believer that it is a major component of success for a contact center business. However, for data to be useful and compelling, we must have a means to measure it. Tracking the...
by Christa Heibel | Nov 7, 2018 | Business Practices, CSAT, Customer Experience
A customer satisfaction survey is important for your contact center business for many key reasons: It gives you a better understanding of bottlenecks and challenges that customers face when using your products, processes, or services. It lets you narrow down specific...
by Christa Heibel | Oct 17, 2018 | Business Practices, Call Center Operations, CSAT, Quality Assurance
Quality assurance in a factory examines the product that is being sold – is the product functioning the way it is supposed to? The same concept of quality assurance is applied to the contact center industry and can heavily impact the customer experience. From the...
