Automation speeds up processes, but human interaction remains vital in customer service. Here’s how to balance both for ...

Many organizations invest heavily in tracking and improving the customer journey to support customer satisfaction (CSAT) and Net Promoter Scores (NPS), but they still struggle to make a measurable ...

Yet, too many organisations still worship NPS and CSAT scores as their guiding Key Performance Indicators (and the basis of how they incentivise their employees), without questioning whether those ...

PAL’s contact center partners in 2024 Philippine Airlines Names ibex Contact Center Partner of the Year Achieved the highest ...