What is a dashboard in customer service? It’s simple. This is the hub of your entire customer service, displaying the most important metrics for at-a-glance convenience. Agents, team leaders, managers, and quality assurance (QA) analysts all depend on a well-organized customer service dashboard to track performance over time.
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…
Quality assurance has the power to transform your contact center or customer service department, enabling your agents to keep growing their skills through careful evaluation.
How do you measure the quality of the service you offer across channels?
You’ve chosen to start a quality assurance program in your call center. You want to boost your customer service, enhance your agents’ performance and establish a stronger workforce right across the board.
Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?
Not all quality assurance processes are created equal. Just because you’ve put a process into place doesn’t mean you can sit back and relax.
Quality assurance is vital for any call center aiming to be the best.
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…
Contact centers are the front line of customer service! So it’s crucial to have your finger on the pulse of common contact center problems to solve them effectively.