Dick Bourke

How to: Quality Monitoring in the Call Center

Customer experience drives many business initiatives today because customers have so many choices available for the products and solutions they purchase. That’s why the...

Regulatory Mistakes Can Cause Invisible Risk to Your Call Center

One of the more daunting challenges facing companies relying on call centers, as well as call center outsourcers, is consumer data protection, privacy and...

How Can Call Center Software Improve Quality Assurance?

Call centre QA is how you determine if your agents are meeting your goals. It’s your opportunity to identify the effectiveness of your customer...

Improve Customer Service to Improve Call Center Performance

In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from people, and...

3 Reasons You Need Quality Assurance Scoring to Increase KPIs

Today’s customers have more choices than ever before. The credit card industry provides a good example. During just one month in 2016, providers sent...

Call Center QA Frameworks Made Easy

In the journey from an operational, to a tactical, and finally, strategic quality assurance (QA) framework, call centers evolve and grow from using QA...

7 Soft Skills Call Center Agents Need Most

When looking to hire new call center agents, your Human Resource department may suggest using minimum educational requirements or experience in the industry as...

Agent Emotional Intelligence Drives Improved CX

Customer care continues to emerge as a significant contributor to the overall success of companies across many different industries. Companies choosing to invest in...

Assessing Soft Skills in the Call Center Agent Hiring Process

To be successful in a call center environment, agents must be able to deal with a high volume of frequently angry customers. They must...

5 Tips to Improve Call Center Quality Assurance

Today’s call centers play a pivotal role not only in a company’s bottom line, but also in its brand perception. Obviously, improving quality is...

4 Tips for Improving Customer Experience (CX) in Your Call Center

The customer experience (CX) has become a centralized focus on creating a reputable and memorable brand and this especially applies to call centers where...

3 Reasons You Need Quality Assurance Scoring to Increase KPIs

Today’s customers have more choices than ever before. The credit card industry provides a good example. During just one month in 2016, providers sent...

3 Strategies For Developing QA Guidelines For Call Centers

Part of any successful call center strategy is developing quality assurance guidelines. How does a manager develop these procedures? Call center QA guidelines must emphasize...

What Does Quality Monitoring Mean in a Call Center?

Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be recorded or monitored.” But...

How to Design and Build an Effective QA Scorecard

Every call center has a different mission. Most fall into two categories, those that are focused on sales or lead generation, and those that...

Soft Skills as a Predictor of Call Center Agent Performance

Staff turnover is costly for any call center. Several recent studies have shown that most call centers do not even calculate the real cost...

11 Guidelines for Call Center Quality Assurance

When it comes to call center quality assurance (QA), the central issue for most organizations isn’t why it needs to be a focus. It’s...

How to use QA to Improve NPS and Customer Experience

Quality Assurance in the contact center is being used by organizations, large and small, to improve NPS and overall customer experience. Your agents do not...

9 Habits of Highly Effective Call Center Managers

The life of a call center manager can be challenging. You’ve got an entire team of people who must perform well under pressure and...

How to Maximize Your Contact Center for Omnichannel Engagement

Today’s businesses rely on healthy customer engagement initiatives for profitability and long-term customer loyalty. Being present at all customer touch points with personalized, relevant...

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