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…
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.
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…
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…
