Call Center Quality Monitoring Defined
The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.
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.
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.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
With both call centres 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.
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period
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.