English
Español
5 Tips to Help You Keep Contact Center Agents
In any organization, employee retention is key to success. For contact centers, this rings especially true as turnover is expensive and a drag on operational goals. Estimates on the cost of replacing...
If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.
These tools may have done the job in the past, but in today's fast-paced world, they're a bit like using dial-up internet.
Let's look at the impact on your business and what you can do about it.
In any organization, employee retention is key to success. For contact centers, this rings especially true as turnover is expensive and a drag on operational goals. Estimates on the cost of replacing...
TL;DR:
Connecting training and quality assurance helps improve performance, consistency, and customer experience. When QA and Training collaborate using shared data, coaching, and calibration, teams align better and improve faster.
All growing businesses that are hitting their revenue goals share one common characteristic. They put the customer first.
Quality Assurance, or Quality Management, has its own unique flavor in service businesses like contact centers, customer support, financial back office operations, or insurance claims management,...
In this world of different work environments—in-person, remote, hybrid—employee coaching has taken on more significance than ever. We all know maximizing employee performance is crucial for any...
Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course...
The term “soft skills” typically refers to skills that are indispensable when it comes to human interactions. They are typically non-technical and are largely relational. In...
One of your primary business goals is to ensure employee performance and deliver an outstanding customer experience. That means ensuring all members of your team understand, and can perform...
