NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Quality management 52

Quality management Call Center Management Calibration 52

NobelBiz

FEBRUARY 27, 2024

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

AUGUST 3, 2021

In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. The result is an immediate improvement in the quality of the relationship between agents and the workplace environment. You do not have to be sick to recover!

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52