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 Monitoring is important on many levels, starting from the basic reason to monitor your calls all the way to what drives a return on your Quality Investment.
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.
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.
Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.