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Archive | Contact Center

Do customers need more empathy

Blog post by on April 17, 2014

Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you include the customers’ rating of agents’ empathy to their situation as part of your current quality process?”

How to help call center representatives improve customer service

Blog post by on April 15, 2014

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks …

Compliance: Busting The Top 5 Myths

Blog post by on April 3, 2014

Myth 1: My manual audit team’s efforts are good enough. Truth: Having a manual audit team is a start, but the reality is that they are only able to monitor a very small sample of interactions. In …

How the contact center can deliver your brand promise

Blog post by on April 3, 2014

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Are your customers evaluating their level of confidence in the information provided to them as part of your quality process?”  The e-book contains a …

How is It Going To Be If You Outsource?

Blog post by on March 28, 2014

Why is outsourcing incumbent to industries? Well, all of agree that efficient service lays the ground for retention of customers. Moreover, the availability of numerous service providers has added new dimensions to the range of choices available …