Help Scout

SEPTEMBER 30, 2018

Quality Assurance in any industry is key to a product’s success. In software development, we measure quality in terms of conformity to requirements and freedom from defects — quantifiable qualities. In customer service, quality is more difficult to define and measure. Because there’s no tangible product, our industry is as much an art as it is a science.

Feedback 40

Feedback Training Measurement Metrics 40

Forrester's Customer Insights

SEPTEMBER 30, 2018

In past Forrester and InfoWorld Enterprise Architecture Awards competitions, we had named themes to align entries and winners to the current needs of modern enterprise architecture (EA) programs. This year, we went themeless to simply find the most dramatic stories of EA’s strategic leadership. But the winners of the 2018 Forrester/InfoWorld Enterprise Architecture Award show […].

Leadership 35

Leadership Government Technology Strategy 35

BlueOcean

SEPTEMBER 30, 2018

You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an unwritten set of rules or assumptions or, sooner or later, that relationship will come under serious stress.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192