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…
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…
Contact centers need candidates who can multitask, problem-solve, work reliably, and work flexible shifts, as well as use their technical skills and keep customers happy. contact center recruiting means sourcing and screening candidates who possess these skill sets. Well-managed job attraction is crucial if your organization wants to hire the right people and reduce attrition….
First-call resolution (FCR) is one of the most important aspects to maintain high customer satisfaction in the call center. Unfortunately, customers are calling with increasingly complex questions and it isn’t always possible to give them the answer or in the time they want. Repeated calls can mean increased call volume, expenses and unfortunately, unhappy customers….
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT