The Importance of Involving Leadership Teams in Workforce Planning
Whether you are a blue chip, mid cap or small company, workforce planning has never been more critical. This is especially true with the boon
Whether you are a blue chip, mid cap or small company, workforce planning has never been more critical. This is especially true with the boon
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company
Call centers have come a long way since the 1950s when housewives became the first telemarketers by selling home-baked goods over the phone. Today, customers
Contact center quality monitoring programs aim to capture a 360-degree holistic view of an omni-channel customer journey, focused on the Voice of the Customer and
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are
A traditional contact center quality program typically includes a team of experts evaluating frontline associates and business performance through varying customer contact channels such as
When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates
Recent shifts in customer demand have left companies scrambling to make sure they are meeting customer wants and expectations. As the need for companies to
