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.
Whitepapers
Why Quality Monitoring is Important for your Call Center?
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.
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.
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.
Quality Monitoring RFP Template for Call Centers
Building a successful RFP for these contact centre QA services will save you time, money and help you identify the best company.