What Is Quality of Experience (QoE)? Related Articles Mastering Contact Centre Quality Assurance Definition: Contact Centre Jargon and Terminologies Conversation Intelligence & Automated Quality Management Cost Pricing How Call Centre Quality Assurance Improves NPS and Customer Experience © Prostock-studio - Adobe Stock - 306949812 309 Filed under - Definitions, Spearline Quality of Experience (often shortened to QoE or QoX) refers to the overall customer satisfaction with a company or service. QoE is similar to Quality of Service (QoS). Quality of Service is more about doing the basics well, whereas Quality of Experience is more about leaving the customer with a positive impression of your business. According to Spearline: “QoS (Quality of Service) and QoE (Quality of Experience) are ongoing challenges. “Additionally, the rapid growth of cloud services puts key systems, key data, and key communications infrastructure into hosting situations where capacity management, incident management, and change activity may trigger the dynamic movement of systems in ways that significantly alter demand patterns, destabilize networks, and impact the quality for real-time applications such as voice. “Managing customer experience in an ever-changing network environment requires a watchful eye, attention to detail, and supporting toolsets.” Author: Robyn Coppell Published On: 15th Jul 2022 Read more about - Definitions, Spearline Recommended Articles Mastering Contact Centre Quality Assurance Contact Centre Jargon and Terminologies Conversation Intelligence & Automated Quality Management Cost Pricing How Call Centre Quality Assurance Improves NPS and Customer Experience Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter