8 Steps To Create A Quality Assurance Program From Scratch

8 Steps To Create A Quality Assurance Program From Scratch

If your company is growing quickly, it’s crucial to build a sturdy foundation as you scale your customer service support team and strive to deliver exceptional customer service. This strong foundation will allow your team to be on the same page and provide uniform customer service to accomplish your contact center goals. But to achieve…

7 Simple Tips To Give Quality Feedback In Your Call Center

7 Simple Tips To Give Quality Feedback In Your Call Center

As a contact center manager, one of the most important parts of your job is providing feedback. Regular quality feedback helps agents improve their performance, stay on track to meet their goals, and ensure that business outcomes are met. However, a lot of feedback advice or training programs centers around constructive or negative feedback. It’s…

Your Complete Guide To Contact Center Coaching: Best Practices to Build Top Performers

Your Complete Guide To Contact Center Coaching: Best Practices to Build Top Performers

Contact center coaching is the key ingredient for improving agent performance and building an increase in overall customer satisfaction. Coaching contact center agents empowers them to learn new skills, receive feedback on their work, and fix any potential problems they experience during customer interactions. Discover the five best contact center coaching ideas and strategies to…

7 Engaging Call Center Contest Ideas To Get Excited About

7 Engaging Call Center Contest Ideas To Get Excited About

As a call center manager, you face one of the toughest jobs out there. How do you keep your team motivated despite heavy call volume, disgruntled customers and extreme pressure to deliver good customer service? With a few call center contest ideas, you can give your team members direct reasons to do their best.

Top Reasons for Call Center Turnover and How to Reduce It

Top Reasons for Call Center Turnover and How to Reduce It

It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…