4 Creative Ways to Improve Your Customer Service QA Program Today
Customer experience is more than a trendy buzzword these days – it’s a customer service necessity.
BPOs: Secrets to Reducing Agent Attrition
Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.
10 Reasons Why You Should Have a Remote Customer Service Strategy
Remote customer service is not just a growing trend in the workplace today — like many jobs, these roles are becoming permanent. More companies are allowing employees to work from home or hiring workers from all around the world to work on the same digital team. If you’re considering testing the waters, it may sound…
7 Essentials to Managing Remote Call Center Agents
People are working remotely more than ever thanks to the proliferation of online productivity, communication tools, and of course, the pandemic. At the beginning of the pandemic, 31% of employees worked from home at least part-time. By March 2020, that number grew to 45% and then grew again to 62% by April 2020, according to…
Coaching Sessions: Who Should Be Involved and Why
Creating coaching sessions is an ideal way to help drive your employees to a better standard of performance at their desks: no need to pull them away from their work for a face-to-face meeting in a stuffy conference room; no need to disrupt their schedule for longer than is absolutely necessary.
What are the Top LMS Tools for Customer Service Teams
Every call center or business with its own customer service department should invest in a high-quality Learning Management System (LMS). Why? Because ongoing education for your employees is crucial to keep delivering the best customer experience. Yes, it’s another expense your budget might seem too small for, but you have to recognize just how vital…
9 Must-Have KPIs For Customer Service Managers
As a customer service manager, you’re responsible for driving your agents to deliver the best CX in every single interaction.
What Should I Be Doing As A Quality Analyst In Digital Customer Service?
As a quality assurance specialist in customer service, you play a crucial role in your contact center’s success. You have the power to improve customer experiences as part of an ongoing quality assurance program. Without your expertise, the management team may not understand where agents are struggling and they may face challenges in achieving excellent…
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 Evaluate and Improve Your Service Agents’ Performance
Customer satisfaction is paramount for any successful brand. Even the biggest global companies are guilty of underestimating the value of a positive customer experience (CX) from time to time.
