External Quality Monitoring (EQM) is Customer Relationship Metrics’ most popular customer experience analytics program. The EQM program is a fully managed services program that combines survey calibration, real-time surveys and professional services.
Voice of the Customer (VoC) programs in contact centers have been around for more than twenty years. When you tally the analysts in the industry, they will tell you that only a small number of contact centers are reaching a state of maturity using the voice of the customer to generate actionable insight. They will [...]