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.
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.”
Bad Customer Service Examples (And How to Fix Them)
We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…
7 Call Center Games for Better Customer Service
Keeping customers satisfied is a priority in every call center, but we all know maintaining high satisfaction rates can be an ongoing challenge.
Tried and Trusted Coaching Methods for Customer Service
Whether you’re lifting up customer service agents who fall behind or making superstars even better, coaching methods for customer service are more important now than ever before.
10 Call Center Coaching Tools to Boost Agent Performance
When you dive into looking at ways you can improve customer service, the first areas you need to examine are ways to improve the effectiveness of your team as engaged and motivated agents are much more likely to deliver outstanding customer experiences. That’s why you need to employ call center coaching tools to help keep…
6 Fun Call Center Soft Skills Training Material And Activities
According to a study by CCW, training is the No. 2 priority for contact centers in 2018, as they believe tools and training play crucial roles in driving the agent experience. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning…