How To Create a Feedback Culture In Your Call Center

How To Create a Feedback Culture In Your Call Center

An atmosphere of optimism in the workplace encourages employee growth and increased performance. But a negative, hyper-competitive environment can stunt the growth of individual employees and lead to higher turnover rates. One of the best ways to boost employee morale and establish a happier workplace environment is with an effective feedback culture. A culture of…

Improve Contact Center Agent Efficiency: 6 Tips For Success

Improve Contact Center Agent Efficiency: 6 Tips For Success

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…

5 Things To Know Before Creating A QA Monitoring Program

5 Things To Know Before Creating A QA Monitoring Program

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…

9 Quality Analyst Skills To Look For When Hiring For Your Support Team

9 Quality Analyst Skills To Look For When Hiring For Your Support Team

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…

The Secret to Training a Multi-Generation Call Center

The Secret to Training a Multi-Generation Call Center

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…