ProSource, OutSource or Internal Call Center QA Team?
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
Psychometrics, an often-overlooked tool, can significantly boost the quality of interactions and feedback. In this article, we’ll delve into psychometrics and its benefits for contact center leaders.
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
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.