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.
Call Center Quality Monitoring Defined
9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.
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.
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?
We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments a company can make. One of the interesting things about the pandemic is the way it has changed the training landscape. What was once a nice-to-have is becoming ever more commonplace.
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.
