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Quality Assurance for call centers

Articles

call center quality program

A “Quality” Call Center Quality Program Do’s and Don’ts

NEWS

Most professionals in the Contact Center industry have seen many Quality programs come and go throughout their careers. Often describing the programs as nit-picky, scripted, or simply a checklist. Even more concerning, you may have noticed some agents or supervisors just going through the motions – waiting for the current program to be replaced with … Continue reading A “Quality” Call Center Quality Program Do’s and Don’ts

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call center monitoring

Call Center Monitoring

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Quality Interactions for Call Center Monitoring When an interaction occurs between two people, the image of each is created by what can be seen,  said, and how it is said.  During an interaction over the phone, the call center agent only has what he/she says and how he/she says them to create a Quality Interaction. … Continue reading Call Center Monitoring

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Call center coaching session

5 Steps to Great Call Center Coaching Session

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Call Center Coaching Session A key factor in improving Customer Engagement is the Supervisors/Leadership Team feedback to Agents.  The impact of the interaction between the Coach and the Agent should not be underestimated as it is a major source of skill development. Often in the journey of improving Customer Engagement, the quality or effectiveness of … Continue reading 5 Steps to Great Call Center Coaching Session

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Call Center Quality monitoring sample size

What is a valid Quality Monitoring sample Size for Call Center Performance Improvement

NEWS

Call Center Quality Monitoring Sample Size for Improved Performance This question is a widely disagreed one…there are many answers…but the “right” answer is “as many as it takes to improve performance, while not exceeding the cost of quality.” There are those who subscribe to the requirement of a statistically valid Quality monitoring sample size per … Continue reading What is a valid Quality Monitoring sample Size for Call Center Performance Improvement

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why quality monitoring is important for your Call Center

Why Quality Monitoring is Important for your Call Center?

NEWS

Why is quality important in a Call Center? Everyday call centers around the world ask themselves whether Quality Monitoring is important. The common-sense answer to this question is, of course, a resounding ‘YES!’. However, when it comes to the implementation of quality monitoring and driving results, the answer isn’t always as clear. This white paper … Continue reading Why Quality Monitoring is Important for your Call Center?

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improve call center quality

How to improve call center quality assurance scores

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Improve Call Center Quality Scores Today’s world is based on relationship-driven customer experience. The need for more skilled human reactions to manage more complex interactions with higher emotional intelligence is paramount in today’s contact center. To accomplish this, we have found to improve call center quality assurance scores and customer satisfaction, companies need to fine-tune … Continue reading How to improve call center quality assurance scores

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