Quality Assurance, or Quality Management, has its own unique flavor in service businesses like contact centers, customer support, financial back office operations, or insurance claims management, compared to how it works in manufacturing or software development companies.
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It seems like everywhere you look (or listen) these days, the term Customer Experience is front and center. No surprise, really, given the increased emphasis companies are placing on how they treat their customers - especially in uncertain economic times. A quick look at Google Trends shows that searches on the term “Customer Experience” have more than doubled compared to the same time last year.
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Voluntary employee turnover can have a major impact on any kind of business. While the specific cost of replacing an individual employee will vary based on industry and employee role, the price tag of employee turnover can easily exceed thousands of dollars. Estimates from Gallup put the annual cost of voluntary turnover in U.S. businesses at $1 trillion per year.
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