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…
Quality assurance management is no easy feat. Trying to maintain a standard of quality can be challenging, especially if you are a large team or just starting to put in place your quality assurance process.
You’ve provided a comprehensive CRM platform for your customer service agents to engage on. But how are you monitoring their performance and making sure that all your customer service interactions are successful?
Customer experience is one of the most important business concerns today. It is expected to be the key brand differentiator – more important than price or product quality. The majority of customers value a good experience: 86% say that they are willing to pay more for good CX.
Are you tired of using spreadsheets to do quality assurance for Salesforce? QA platform, such as Playvox, that integrates with your CRM, makes it quick and easy to create QA dashboards. It allows you to do all your QA from one central location. Oversee your entire team’s stats from one user-friendly board.
With the customer driving today’s business practices, a good customer service survey is a necessity. Given its importance, how do you know what quality assurance questions for customer service exceed expectations? It all starts by asking the right ones. Your customer service surveys should always be short and to the point. Your customers are happy…
Are you looking for quality assurance for Zendesk? We all know the importance of good, consistent customer service. In a study by Microsoft, 90% of respondents indicated that customer service is important to their brand choice and loyalty.
Let’s face it: waiting on hold for customer service doesn’t lead to a good experience. We’ve all been down that road too many times—waiting on our phones, multitasking in the background. The cheesy on-hold music. The automated messages on repeat breaking into the cheesy music. Obsessively checking your phone display to see just how long…
A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don’t have the right agents.
Whether your contact center is at the top of its game or struggling to reach important KPIs, reevaluating the way you do things and implementing an action plan to improve quality scores is essential to building and maintaining an optimal workforce.
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Wednesday, April 17, 2024 at 11:00 AM EDT