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 look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.
One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.
Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.
As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.