Every call center or business with its own customer service department should invest in a high-quality Learning Management System (LMS). Why? Because ongoing education for your employees is crucial to keep delivering the best customer experience. Yes, it’s another expense your budget might seem too small for, but you have to recognize just how vital…
Every successful call center relies on a good team. You can offer exceptional products or services at killer prices, but if you hire the wrong employees — or simply fail to manage the right ones properly — you’re very unlikely to see the results you hope for.
As a customer service manager, you’re responsible for driving your agents to deliver the best CX in every single interaction.
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…
You’ve hired quality assurance analysts to help your contact center agents improve their customer service. You’ve introduced them to the team, incorporated them into your everyday processes, and are eagerly awaiting the fruits of their labor. But while the foundation for success is laid, contact center key performance indicators need to be applied to your…
Customer satisfaction is paramount for any successful brand. Even the biggest global companies are guilty of underestimating the value of a positive customer experience (CX) from time to time.
Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.
Customer experience is one of the most important differentiators among brands — a positive customer experience helps brands stand out in a crowded marketplace. A study by Forrester in 2021 revealed that companies that delivered ease for customers and emotionally oriented service saw a marked increase in their customer service index score. Building a customer…
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?
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT