Dick Bourke

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 of their employees leaving which should be composed of hiring costs, training, and lost productivity. Most call centers have a...

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 well known that the phone is considered the most frustrating customer service channel by US internet users, and it’s equally...

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 operate in a vacuum; many variables influence the delivery of a customer experience. Organizations need an ability to identify root...

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 deal with customers or complicated software. Not only that, your call center may have certain behaviors your agents must follow...

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 communications is not only a customer expectation, it’s critical for a brand’s survival. Consistency of messaging is crucial at each...

3 Critical Reasons for Call Center Quality Assurance Scoring

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 out 381 million credit card offers. The range of options is virtually incomprehensible, and switching is usually no more complicated...

Surprisingly simple tips for designing call center incentive programs

Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best circumstances -- where...

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