In the daily hustle of a support center, being completely honest and open to each customer often feels like a service element brands have to do without. Many CX leaders assume that their role should focus solely on immediate performance and don’t consider how direct, transparent communication —...
QA scorecards are a great way to ensure a consistently great customer experience and empower your team along the way—both of which are great for your business. Here’s a look at what a QA scorecard is, how to create your own, and best practices to follow along the way. By Shanthala Balagopal ...
Elizabeth Magill | VP Marketing. Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place...
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