How to Improve Customer Experience in the Call Center
9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.
Call Center QA
How do we get more out of our QA?
How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer Experience outcomes.
Our QA outcomes don’t support effective coaching
Delivering Effective contact center coaching FAQ. Well-trained & coached agents are vital in the representation of a company and its brand.
Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way
How to generate Call Center Quality insights from quality monitoring.
Are we monitoring the right amount?
What is the best practice for call center quality monitoring sample size? What are your competitors doing? Is there a common minimum number of contacts we could monitor and be reassured it is enough?
Webinar: Using Quality Management to create a new, improved normal
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.
Call Center Quality and Business Transformation
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
USwitch
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Dignity
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.