Dick Bourke

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...

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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