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?
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
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
Quality Monitoring Calls Every company wants to deliver the best customer experience possible, but how do you get there? Do you cross your fingers and hope for the best? If you’re serious about improving the quality of the customer experience, it’s important that your contact center agents are saying and typing the right things to … Continue reading How Many Calls Should You Monitor Each Week?