5 Tips For Reducing the Abandon Call Rate in Your Call Center

5 Tips For Reducing the Abandon Call Rate in Your Call Center

Abandoned calls in your call center represent missed opportunities for excellent customer service. Whatever the reason for the abandoned call, the reality is this: the customer who needed to contact your organization didn’t get what they needed, and that doesn’t spell success. But with the right strategies, you can minimize your call abandon rate and…

How to Create a Customer Journey Map (And The Benefits It Delivers)

How to Create a Customer Journey Map (And The Benefits It Delivers)

What is a customer journey map? A customer journey map is a visual representation of the customer journey and creates a start-to-finish snapshot of customers’ interactions with a company. It helps tell the story of your customers’ experiences with your brand across all touchpoints and platforms. Compared to cold statistics, a map of the customer…

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…