When it comes to call monitoring and Quality Assessment, most companies assume that it's cheaper and easier to do in internally than hire a third-party to do the call analysis, reporting, and coaching for you. What they don't often consider…
It's Three Things Thursday! Intelligentics weekly vlog that brings you one item that's #Trending, one item from the #Trenches, and one #TimelessPrinciple. This week, CEO Tom Vander Well discusses Walmart's gains on Amazon, and how good data and business intelligence…
PDF: Intelligentics Three Things Thursday Transcript 20191107 Welcome to Three Things Thursday for Oct 31, 2019. One item #Trending, one item from the #Trenches of our projects, and one #TimelessPrinciple. #Trending: News broke this week regarding the investigation into last…
When auditing a quality assessment scale or QA scorecard in call centers, I commonly find that there’s no allowance given for an element to be “not applicable” (NA). For those experienced in quality assessment, this may seem like basic common…
How do customers feel about doing business with your company? Many companies gather and track customer experience metrics such as a Net Promoter Score (NPS), Overall Satisfaction (CSAT), and Customer Effort Score (CES). But what do these ratings mean? Once…