Call Center Leadership

coaching call center agents

Agent Coaching – Why and How to Make it Effective

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.

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Why Quality Monitoring is Important for your Call Center?

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.

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Best Practices in the Utility Industry

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.

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Call Center Lessons on Leadership

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. 

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How to support vulnerable customers

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.

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How to deal with an angry customer

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.

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Digital transformation in the contact centre

Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.

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Culture in Call Center Quality with Tone and Language Considerations

One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.

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Call Center Cost Center or Profit Center? When Quality is an Agent for Change

Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.

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Recognizing the importance of the Human Element in Customer Interactions

As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.

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