Dick Bourke
Co-Founder - Scorebuddy Dublin, Ireland. My role is to develop our business locally and internationally. In addition I identify new service opportunities to bring to our development team and to evolve our service offering.
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...
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...
In the journey from an operational, to a tactical, and finally, strategic quality assurance (QA) framework, call centers evolve and grow from using QA...
When looking to hire new call center agents, your Human Resource department may suggest using minimum educational requirements or experience in the industry as...
Customer care continues to emerge as a significant contributor to the overall success of companies across many different industries. Companies choosing to invest in...
To be successful in a call center environment, agents must be able to deal with a high volume of frequently angry customers. They must...
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...
The customer experience (CX) has become a centralized focus on creating a reputable and memorable brand and this especially applies to call centers where...
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...
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...
Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be recorded or monitored.” But...
Every call center has a different mission. Most fall into two categories, those that are focused on sales or lead generation, and those that...
Staff turnover is costly for any call center. Several recent studies have shown that most call centers do not even calculate the real cost...
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...
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...
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...
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...
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...
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...