The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.
Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied.
This white paper will explore coaching as an integral part of a successful quality program. We will discuss the pitfalls and key performance measures required to make any coaching venture successful.
This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business Process Improvements, and so much more.
Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.
We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments a company can make. One of the interesting things about the pandemic is the way it has changed the training landscape. What was once a nice-to-have is becoming ever more commonplace.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
We are delighted to announce that we’ve extended the reach of our excellent training programmes by partnering with the CMMA and delivering some of our course titles through their comprehensive open schedule of courses.
Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over 80 years ago. The impact of his writings cannot be underestimated, and his book Think and Grow Rich has sold over 100 million copies since 1937.
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.