Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live Calls help you Win the Game Today. Recorded Calls help you Have a Great Season.

Quality management 52

Quality management Call Center Management Coaching 52

Fonolo

OCTOBER 27, 2020

Here’s how COVID-19 impacted contact centers — and the CX industry as a whole — as told by the experts: Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. When looking back at it, we only had about ten days to get all the hundreds of our call center associates home.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Expivia

FEBRUARY 1, 2021

I’m not saying you are best friends and go out on the town, but do the reps know that you, as a manager, care about them? This week, we talk about “Psychic Income”, what that is, and seven ways to show respect for your call center associates. Showing Interest In Our Call Center Associates As People.

call center association 52

call center association Call Center Morale Coaching 52

Fonolo

NOVEMBER 10, 2020

“When looking back at it, we really only had about 10 days to get all the hundreds of our call center associates home. All the managers and executives that for years pushed back on moving to the cloud found themselves in a really tough place.” This applies to both CX management and measurement.

Contact Center 135

Contact Center Consulting Consulting call center association 135

Expivia

MAY 9, 2021

Well-managed customer expectations. 11 Steps to Master Call Quality Monitoring. This is an invaluable skill and monitoring this kind of quality is crucial for your call center. Every call center needs someone who checks the quality of the calls. Set Call Quality Standards. The right language.

Call Center 98

Call Center Education call center association Analytics 98

Expivia

MAY 13, 2021

Well-managed customer expectations. 10 Steps to Master Call Quality Monitoring. This is an invaluable skill and monitoring this kind of quality is crucial for your call center. Every call center needs someone who checks the quality of the calls. Set Call Quality Standards. The right language.

Call Center 52

Call Center Education call center association Analytics 52