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Quality Beyond Agent Performance
Boost call center performance with Six Sigma and MaestroQA. Explore metrics and strategies for continuous improvement and quality assurance in customer service.
This guide covers everything around call center cost per call for your CX teams, including how to calculate and reduce it without sacrificing quality.
What is First Call Resolution and how can CX teams measure and improve it? We answer those questions and more in the CX leader's guide to First Call Resolution.
Discover the 9 essential Customer Service KPIs for enhancing customer experience. Measure, analyze, and elevate your call center QA processes effectively.
We explore some of the data available for an organization's three Ps, how to measure them, and how they might exploit that data.
Learn how to calculate and decrease Average Handle Time (AHT) in this blog post. Reducing AHT can improve customer satisfaction and agent performance!
Learn how to measure customer effort score (CES) and use it to increase brand loyalty, save money, and improve agent retention for your CX team.
Read our blog to learn what a Net Promoter Score (NPS) is, and how to calculate and improve it for your customer support teams.
Explore critical agent skills that significantly affect customer satisfaction. Learn how technical skills and compliance impact CSAT scores and discover best practices for training agents to enhance customer interactions.
Discover three strategic steps to improve CSAT scores through targeted quality assurance efforts. Learn how to refine your call center operations to enhance customer satisfaction.
Explore two crucial agent-controlled factors that can significantly improve CSAT and CX scores. Learn how targeted training and agent empowerment lead to better customer interactions.
Compare the effectiveness of CSAT scores and QA metrics in evaluating customer satisfaction and support team performance. Gain insights into when and how to use these metrics for optimal results.