Our QA scores and CSAT/NPS scores are not aligned
How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
Contact Center Operations
ProSource, OutSource or Internal Call Center QA Team?
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
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.
Best Practices for Working from Home – Contact Centers
Best Practices for Working from Home contact centers to stay connected and engaged with their teams and customers in the time of physical distancing.
Samsung Call Center Quality Case Study
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 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.
What is Call Center Quality Monitoring?
Call Center Quality Monitoring Defined
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.
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.