What Does Quality Assurance Calibration Mean
Quality assurance has the power to help any contact center or support department improve its customer experience.
No contact center can afford to neglect its quality assurance (QA) process
We all know what’s it’s like to be put on hold for several minutes, wondering how much longer we’ll have to wait before someone finally answers the phone. The best contact centers work hard to accommodate large volumes of calls and minimize the amount of time you spend in a queue, but sometimes even a…
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?
17 Most Effective KPIs To Evaluate Customer Service Performance
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
Who Does What In A Quality Assurance Process?
Your customer service team may handle hundreds or thousands of calls every single day. Each one of these must be handled with the utmost professionalism and provide the caller with a satisfactory experience, even if they’re unable to get the exact result they have in mind.
10 Important Reasons to Have A Quality Assurance Program
Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
Why Is Quality Assurance Needed To Provide Good Customer Service?
Quality assurance. We’ve all heard the term, but how much do we know about it?
What Is Quality Assurance In A Call Center And What Does It Mean?
Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”