Dick Bourke

Anatomy of a Really Good Customer Service Call

Your call center agents are key to your company’s success. They are the first point of contact with your customers and responsible for how your customers view your business. Thus, they are ultimately responsible for your bottom line. The problem is that many call...

How to Capture & Analyze QA Data to Improve Call Center Outcomes

Data and Analytics Can Help Your Contact Center Monitor and Improve its Customer Service The value of big data lies in how you analyze it. Gathering and analyzing structured and unstructured data is important to operating your call center at peak performance. The key to...

A Roadmap for Success: Improving Agent Soft Skills

The impact of contact center agent soft skills on call center CX cannot be overstated. Customer service is not a new concept. Every business knows that making sure your customers are happy is the best way to keep them coming back. It’s what the...

3 Strategies: Developing Guidelines For Call Centers

Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” 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 both specific...

7 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...

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 call center—the most direct link for customers—must provide the highest level of service and support. Interaction with a live agent...

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 the protection of personally identifiable information. Contact centers have tried to reduce their risk through scripting, call monitoring and call...

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 service and improve the overall customer experience. Typically, quality assurance is a detailed assessment that includes overarching call center metrics such...

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 customer experience should be no different. The path to business success and growth is paved with quality customer experiences (CX). CX...

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

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 to address day-to-day short-term operational issues, to meeting your organization’s long term business goals. In the course of this process, the...

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 criteria for hiring. But these factors do not produce engaged employees and turnover in call centers is high. So what...

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 improved contact center CX recognize it as a key differentiator to their business - in fact, some companies are seeing...

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 be able to follow a script and provide information that is not scripted. They must be patient, listen, and adapt...

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 a huge component in both initiatives so it’s more important than ever to have a call center quality assurance framework...

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 the CX is the primary asset. Findings from a study recently published by Gartner highlight the increasing demand for chief marketing...

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

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 both specific actions and more general habits that agents should embrace. They should encompass both past behavior and future engagement...

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 what does “quality” mean for a call center, and how do managers use it to provide the best possible quality...

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 are focused on customer service and retention. While each business and situation may be unique, every call center needs to...

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