Dick Bourke
Benefits of Using an LMS to Improve Agent Performance
Employee training is critical in every industry, business, and role. It is a way to help to certify that the people on your payroll can do their jobs. Evidence of this indicates that companies who have invested in comprehensive training earn 218% more income...
8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis
The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote work, including call centers. The key is to tackle the coronavirus crisis and take the necessary measures to protect your organization, your employees, and...
Regulatory Mistakes Can Cause Invisible Risk to Your Call Center
One of the more daunting challenges facing companies relying in call centers, as well as for call center outsourcers, is consumer data protection, privacy and the protection of personally identifiable information (PII). Contact centers have tried to reduce their risk through scripting, call monitoring...
How to Capture & Analyze QA Data to Improve Call Center Outcomes
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 employing analytics lies in understanding the data that is available, and how that...
15 Mistakes Your Contact Center Agents Make
Life is a constant learning process. We’re never at the end of the journey, and there’s always some way that we can get better. The same goes for your call center. Even if you have a well-developed training program and agents that perform at the...
Hire Customer Service Employees with Emotional Intelligence
In order to be successful in a call center, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in...
Measuring Customer Experience: Metrics and the Benefits of Scorecards
Customer experience (CX) might be the most frequently used term in the customer service industry. Everyone is talking about the power of the customer, how important it is to make your customers happy, and what it takes to create loyal customers. It always comes...
8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis
The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote work, including call centers. The key is to tackle the coronavirus crisis and take the necessary measures to protect your organization, your employees, and...
How to Continue to Deliver Great Customer Service During a Crisis
With the COVID-19 pandemic growing day by day, businesses around the world are finding themselves facing a crisis, unlike anything they’ve ever seen before. The situation is evolving almost faster than we can keep up—with updates every minute—and that can put your business at...
How to Create a QA Framework for Your Call Center
Contact centers are essential to everything from building brand loyalty to improving efficiency and productivity and facilitating growth. After all, 96 percent of consumers worldwide believe that customer service is a defining factor when it comes to brand choice and loyalty, according to the...
Taking Your Call Center QA Framework to the Next Level
Contact centers are essential to everything from building brand loyalty to improving efficiency and productivity and facilitating growth. After all, 96 percent of consumers worldwide believe that customer service is a defining factor when it comes to brand choice and loyalty, according to the...
How to Capture & Analyze QA Data to Improve Call Center Outcomes
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 employing analytics lies in understanding the data that is available, and how that...
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...