How to handle an irate customer in a call center?
5 Proven Steps to Handle an Irate Customer
There’s no way of telling what type of customer you are going to be dealing with on the next email, web chat, or phone call
5 Proven Steps to Handle an Irate Customer
There’s no way of telling what type of customer you are going to be dealing with on the next email, web chat, or phone call
Helpful insights on how to improve call center net promoter scores (NPS)
How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
20 Call Center QA Needs for a successful Quality Program
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.
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.
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.
With both call centers outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.