7 Key Skills Your Contact Center QA Analyst Should Have

7 Key Skills Your Contact Center QA Analyst Should Have

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…

How to Coach Customer Service Agents with Performance Data

How to Coach Customer Service Agents with Performance Data

  “Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach)   Launching a quality assurance program in your call center empowers you with a huge amount of performance data. You’ll use call recording, live chat, customer feedback, surveys and…

5 Most Effective Types Of Quality Assurance Reports

5 Most Effective Types Of Quality Assurance Reports

Reporting is a key part of a transformative quality assurance program. Effective QA reports empower you with different types of data in a fast, user-friendly format. You can view changes in performance, progression of your employees, and overall impact of quality assurance on your team without having to scour pages of complex information yourself. Reviewing…

Customer Service Quality Assurance ROI: What is it and How do you Measure it?

Customer Service Quality Assurance ROI: What is it and How do you Measure it?

We all know it’s important to deliver the best possible customer service.  But is it possible to see just how important? Delivering a positive experience is a must to retain customers and ensure repeat purchases. Consumers who enjoy the best past experiences with a brand spend 140 percent more.