NEWS
Managing Angry Contact Center Customers Contact center agents have to be warriors of diplomacy. There’s no way of telling what type of customer you are going to be dealing with on the next email, webchat, or phone call. The written form may be a little easier when it comes to dealing with an angry customer … Continue reading How to deal with angry contact center customers
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Customer Experience is defined as all the interactions a customer has with your company and how they feel about those interactions over the lifetime of their relationship with your brand. How to deliver a great customer experience Having productive conversations is at the heart of a great Customer Experience. There is no better place to … Continue reading What is Customer Experience?
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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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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 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 Sessions
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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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