Articles with 'Mystery Shopping'

October 17, 2026

February 9, 2017 Last Updated: May 23, 2024
Daniel Ord

Discover how you can avoid the one common problem with CX Mystery Shopping programs that can compromise the whole Voice of the Customer process.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.
False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

4 Team Building Ideas for Call Centres

August 11, 2018 Last Updated: July 15, 2021
How to improve employee retention

September 13, 2016 Last Updated: March 13, 2020
The 3 myths of contact centre employee attrition

December 9, 2014 Last Updated: November 25, 2019