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.
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.
Call Center Quality Monitoring Defined
9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.
How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer Experience outcomes.
Delivering Effective contact center coaching FAQ. Well-trained & coached agents are vital in the representation of a company and its brand.
How to generate Call Center Quality insights from quality monitoring.
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.
