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Archive | Contact Center

Cost Management: Busting The Top 5 Myths

Blog post by on April 24, 2014

Myth 1: Cost to serve is the call center’s responsibility. Truth: There are often problems that manifest in the contact center but have originated upstream – for example changes to policies or information that was sent to …

How courtesy can undermine agent performance

Blog post by on April 24, 2014

[embedded content] How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate your agents’ level of courtesy as part of …

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 …