article thumbnail

Catch Fonolo at GTACC 2017

Fonolo

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. Understanding Industry Benchmarks.

article thumbnail

Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution

Balto

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. That’s why it’s so important to have a call center QA program in place.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

4 Insightful Contact Center Reports You Should Be Reading

Fonolo

See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. Who wrote it: Call Centre Helper. How Customers Feel About Customer Feedback. When it comes to customer service, the expectations keeps rising.

article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. Here are the ten most prominent trends that can help call center professionals stay ahead of the curve. 4. Customer Feedback. Social Media ?

article thumbnail

4 Insightful Contact Reports You Should Be Reading

Fonolo

See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. Who wrote it: Call Centre Helper. How Customers Feel About Customer Feedback. When it comes to customer service, the expectation keeps rising.

article thumbnail

International Contact Centre Operations Tips & Best Practices

Callminer

” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

article thumbnail

15 Powerful Call Center Training Methods

Fonolo

On top of that, each new employee should have a benchmark assessment during a one-on-one session (we’d suggest on live calls) to highlight areas where they need to improve from the start. The rest of the groups then give feedback to them and continue with their opinion. Use demonstration to teach technical skills.