In today’s hyper-competitive world, where companies are constantly searching for an edge that sets them apart from the competition, it’s no surprise that first-class customer service is the secret to thriving.
The old adage “The Customer is King” is even more true today than it has been in the past. The stakes are higher than ever for call centers to consistently provide top-notch service to customers.
Building customer loyalty should be the ultimate business priority. This sounds logical but you might be asking yourself, why should customer loyalty be a top business priority for my organization?
Understanding your customers’ expectations is the first step to providing an amazing customer experience. Call centers need to know why clients are reaching out, what they expect from their interaction and how to meet those needs.
Quality assurance is a critical aspect of contact centers, serving to improve agent productivity, and the customer experience. It is well known that call center quality assurance teams have a heavy workload. Between ensuring script adherence and trying to cover as many calls as possible to meet sample size goals, call center quality is no…
Delivering outstanding customer care and experiences is a number-one priority for many C-suite executives and business leaders. But finding and retaining outstanding agents, creating operational efficiencies, and implementing omnichannel technology solutions requires a high-wire balancing act for contact center leaders. Before you throw your arms up in despair (and don’t look down!), we’ve curated six…
Creating an efficient Quality Assurance monitoring program requires solid strategies. With the right plan in place, you can build a robust program that is results-oriented for both management and front-line employees. Before you begin putting your QA monitoring processes on paper, here are five things you need to know. 1. What You Want to Achieve…
Managing a contact center comes with a slew of day-to-day challenges. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality? It’s nothing short of a juggling act! However, there’s a clear path to success: Hire highly skilled quality assurance analysts who are dedicated to achieving your organization’s goals. If you’ve recently established…
Leading a contact center workforce with agents whose ages vary widely can be a challenge. You know it, and your agents know it: In its 2020 Global Human Capital Trends report, Deloitte found that only 6 percent of employees surveyed said they felt their leaders were equipped to handle a multi-generational workforce well. Part of…
Lately, it seems companies are increasingly focused on the happiness of their employees. It’s with good reason — fulfilled and engaged employees are more likely to stay and be productive. It’s a win-win for the company and the staff.
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT