News : DALBAR Announces New Quality Tool For Contact Centers
'Marlborough, MA, USA, Aug. 20, 2019 -- DALBAR, Inc., an independent provider for evaluating, auditing and rating customer experience ("CX'), announced the CXA iCoach self-assessment app, offering contact centers an approach to leverage the proven benefits of self-directed learning to improve representative performance.
"The two biggest challenges faced by call quality teams are finding the time to complete reviews and getting representative buy-in," says DALBAR Director Brendan Yeager. "The CXA iCoach app is designed to address both of these. Representatives completing a portion of their own reviews allow call coaches to focus on where they can add the most value, coaching. Reps want to do a good job. Involving them in the process and giving them the tools they need to excel increases their engagement."
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Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Improving Your Contact Center
Published: Thursday, August 22, 2019
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