Best Practices in the Utility Industry
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.
Pro Tips for QA
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.
Customer Service Empathy Training to effectively support vulnerable customers
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.
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.
Developing Agent Tone of Voice for your Contact Center
The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.
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.
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.