The Northridge Group

AUGUST 23, 2022

To jumpstart improvement, a proven approach is to bring in outside Quality Monitoring experts who can objectively assess associate performance and offer honest, practical insights and recommendations for improvement – particularly if an outsourcer is providing customer service agents. Being a CS Ambassador: + 6 percentage pts.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Quality Contact Solutions

MAY 4, 2021

Customer Profile – Provide documentation on the profile of your customer base. Is it a sales call, customer service, or a technical support call? Call Quality – Call monitoring and coaching are such a vital aspect of ensuring your customers are getting the correct answers and excellent service.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Customer Service Life

NOVEMBER 15, 2020

Determine all of the required behaviors in customer interactions that help you achieve your mission. Create a definition document that allows managers, supervisors, and agents alike to understand exactly what’s expected of them on every customer interaction. Regularly evaluate customer interactions and coach agents.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Outsource Consultants

MARCH 14, 2018

Brainstorm ideas based on issues reported from the customer service department. To read the original article, please click the following: Give Your Call Center a Customer Service Makeover – Daniela Puzzo. Step one begins with an evaluation of our their team’s current training documentation, testing, and other procedures.

Consulting 52

Consulting Consulting Call Center Calibration 52

Serenova

MAY 29, 2020

Comprehensive contact center quality management solutions like CxEngage Quality Management record agent calls, capture desktop screens, evaluate customer interactions and identify coaching and training opportunities to improve customer satisfaction. Calibrate regularly. Metrics Focused on Customer Experience.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Comprehensive contact center quality management solutions like CxEngage Quality Management record agent calls, capture desktop screens, evaluate customer interactions and identify coaching and training opportunities to improve customer satisfaction. Calibrate regularly. Metrics Focused on Customer Experience.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334