9 Must-Have KPIs For Customer Service Managers
As a customer service manager, you’re responsible for driving your agents to deliver the best CX in every single interaction.
What Should I Be Doing As A Quality Analyst In Digital Customer Service?
As a quality assurance specialist in customer service, you play a crucial role in your contact center’s success. You have the power to improve customer experiences as part of an ongoing quality assurance program. Without your expertise, the management team may not understand where agents are struggling and they may face challenges in achieving excellent…
17 Most Effective KPIs To Evaluate Customer Service Performance
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
Tried and Trusted Coaching Methods for Customer Service
Whether you’re lifting up customer service agents who fall behind or making superstars even better, coaching methods for customer service are more important now than ever before.
10 Call Center Coaching Tools to Boost Agent Performance
When you dive into looking at ways you can improve customer service, the first areas you need to examine are ways to improve the effectiveness of your team as engaged and motivated agents are much more likely to deliver outstanding customer experiences. That’s why you need to employ call center coaching tools to help keep…
6 Fun Call Center Soft Skills Training Material And Activities
According to a study by CCW, training is the No. 2 priority for contact centers in 2018, as they believe tools and training play crucial roles in driving the agent experience. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning…
6 Proven Ways To Increase Contact Center Productivity
Employee productivity is key for any organization’s profitability and long-term outlook. So what does agent productivity mean for contact center managers? It starts with keeping overhead and operational costs down, while also providing excellent customer service. To reach maximum operational efficiency in a contact center, customer service agents must combine effective time management skills and…
5 Examples Of Quality Assurance Call Center Checklist Metrics
Quality assurance is vital for any call center aiming to be the best. Your agents have various responsibilities depending on the type of calls your office processes. These may include handling customer queries, closing sales, resolving problems, returning calls, receiving complaints, and more. Regardless of the call’s nature, customers should always be left feeling satisfied….
Measure Agent Performance With These 10 Best Metrics
When you’re a contact center leader, you have plenty of daily decisions to make related to agent performance—choices that directly impact your organization’s bottom line. Not having a handle on contact center agent performance metrics, overall operational performance, and customer sentiment is not an option for you. In fact, without the means to clearly measure…
8 Steps To Create A Quality Assurance Program From Scratch
If your company is growing quickly, it’s crucial to build a sturdy foundation as you scale your customer service support team and strive to deliver exceptional customer service. This strong foundation will allow your team to be on the same page and provide uniform customer service to accomplish your contact center goals. But to achieve…