GCS CX Certified
GCS CX Certified is a customer experience assessment and certification framework developed by Globex Call Center Solution (GCS). The framework is intended to assess customer experience across customer service and contact center interactions as well as broader customer journey touchpoints.
Background
GCS CX Certified was introduced as an initiative focused on assessing customer experience beyond individual customer-service performance indicators.
Assessment
The framework assesses aspects of customer experience including customer service and contact center interactions, accessibility, response and resolution, communication, customer pain points, friction points, and customer journey touchpoints.
Certification
Organizations participating in the assessment may receive the GCS CX Certified certification when the applicable standard is achieved.
Pilot program
GCS CX Certified was introduced with a pilot program for selected organizations.
References
References
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