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…

6 Strategies To Improve First Contact Resolution

6 Strategies To Improve First Contact Resolution

Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…