Preparation is key for effective quality assurance calibration. If you just drop your QA analysts in at the deep end and expect them to transform your customer service within a matter of days, you won’t see the results you’re hoping for.
Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?
Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…
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…
Staying motivated to keep performing at your very best can be a real challenge, as anyone who has ever worked in a call center knows all too well. Having to go into the same workplace day after day, doing the same tasks over and over … this can quickly grow tiresome if you feel disengaged…
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….
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…
It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…
Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…
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Wednesday, April 17, 2024 at 11:00 AM EDT