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Quality Assurance for call centers

Articles

improve call center quality

How to improve call center quality assurance scores

NEWS

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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working from home best practices, call center work from home best practices

Working from home best practices in the time of social distancing and COVID-19

NEWS

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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how to help vulnerable customers through the call center

The care of vulnerable customers in the call center

NEWS

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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Quality Monitored Calls, how many calls should be monitored

How Many Calls Should You Monitor Each Week?

NEWS

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?

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customer satisfaction, customer experience

Can you please everyone all of the time?

NEWS

Contact centers constantly interact with people from all walks of life. No matter what service you are offering, contact center teams speak to a wide range of people every day of the week. All of those people will have their own preferences on how they like their queries to be answered. So, how do you … Continue reading Can you please everyone all of the time?

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customer service standards, call center customer experience

Customer service matters: A focus on standards for Customer Service Week

NEWS

With National Customer Service Week underway, we have a golden opportunity to really focus on customer experiences and outcomes and what we can do to improve them. Here, Pete Dunn, Community Engagement Manager, explores why customer service standards are so important, and some of the ways it can be delivered effectively. We’re all customers. So, we … Continue reading Customer service matters: A focus on standards for Customer Service Week

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