Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes.

Calibration 153

Calibration Contact Center Coaching Construction 153

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Playvox

MARCH 12, 2024

Instead, share insights on performance through a comprehensive quality management program where you help your agents see how they can improve their customer interactions. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104