CSR Inc.

NOVEMBER 6, 2016

At worst, it can do serious damage to agent morale and productivity. Accountability Your QA partner should create a structure that holds all levels of your organization accountable, including front line agents, supervisors, and yes – even you. But making sure the program itself is also high quality is just as critical.

Call Center 48

Call Center Calibration Morale Construction 48

Connecting the Dots

SEPTEMBER 7, 2020

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 48

Surveys Education Calibration Contact Center 48