Calibration Contact Center Document First call resolution 
Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
Serenova
MAY 29, 2020
The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.
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Serenova
MAY 29, 2020
For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders.
Taylor Reach Group
JANUARY 5, 2018
Outsourcing your Contact Center can be a scary proposition. That knowledge must be clearly documented before it can be transferred. Are they all documented, into flow charts identifying the process owner and last review date? Calibration calls help keep everyone aligned. By: Peg Ayers , MBA, CCXP.
Voxjar
AUGUST 15, 2021
Call center scorecards are referred to by many names: quality assurance scorecard, customer service scorecard, quality scorecard, call center quality scorecard, and probably a few others. This makes it a lot easier to establish training guidelines and get your call center agents on the same page.
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