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.
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.
Best Practices for Working from Home contact centers to stay connected and engaged with their teams and customers in the time of physical distancing.
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.
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.
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.