Using Quality Assurance to Improve Metrics and Lower Costs
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.
What Should You Measure In A Call Center Quality Assurance Scorecard?
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.
Why is Quality Assurance Important in a Call Center?
Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?
5 Examples Of Quality Assurance Call Center Checklist Metrics
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….
Measure Agent Performance With These 10 Best Metrics
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…
How To Overcome the 7 Most Common Contact Center Challenges
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.
6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them
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…
6 Great Customer Experience Examples You Can Easily Implement in Your Contact Center
Customer experience is a top differentiation metric for companies today. A great customer experience is important for the sustained growth of any business or brand. It promotes customer loyalty, helps retain current customers, and encourages brand advocacy. According to a recent Trustpilot study, “A totally satisfied customer contributes 2.6 times as much revenue as a…
Customer Service Metrics You Should Be Paying Attention To
In a noisy and competitive market, organizations must make their customer service a top priority. Because your contact center is so crucial to a great customer experience, smart businesses keep their eye on contact center metrics that matter. As the saying goes, “what gets measured, gets managed.”
How to Handle the Top 10 Customer Service Complaints
Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…