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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 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 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 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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WFH Balance – Working from home best practices for the Contact Center Some believe that work-life balance is about making a conscious decision to separate work from home with well-defined boundaries. The outcome of this is more productivity whilst at work and a better personal life outside of work. Defining and communicating when you are … Continue reading Working from home best practices in the time of social distancing and COVID-19
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Contact center agents assist a wide variety of different customers on every working day. Some customers are easier to appropriately service than others, and vulnerable customers require a little more of a specific type of support and understanding. Here, we look at how to provide faultless assistance to vulnerable customers under a variety of different … Continue reading The care of vulnerable customers in the call center
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