The Journal

Insights on quality, coaching, and AI.

Latest Customer Experience Quality Management Team Development AI & Technology
Featured Story

The Future of Customer Experience: 5 Trends Shaping 2024

Customer expectations are evolving faster than ever. Discover the five key trends that will define exceptional customer experience in 2024 and beyond.

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Customer Experience

The Future of Customer Experience: 5 Trends Shaping 2024

Customer expectations are evolving faster than ever. Discover the five key trends that will...

Jan 03 12 views
AI & Technology

How AI is Revolutionizing Quality Assurance in Contact Centers

Traditional QA processes only cover 2-3% of interactions. Learn how AI is enabling 100% coverage...

Dec 31 6 views
Team Development

The GROW Framework: How to Have Coaching Conversations That Actually Work

Master the art of coaching with the proven GROW framework. Transform one-on-ones from status...

Dec 28 9 views
Quality Management

Building a Culture of Quality: Beyond Metrics and Scorecards

Quality isn't just a QA team responsibility - it's a cultural mindset. Learn how to embed...

Dec 24 12 views
Customer Experience

The Hidden Connection: How Employee Experience Drives Customer Experience

Happy employees create happy customers. Discover the science behind EX-CX connection and...

Dec 21 9 views
Quality Management

Proving the Value: How to Measure ROI of Your Quality Program

Struggling to justify quality investments? Learn the metrics and methods that connect quality...

Dec 16 10 views