Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. I’m the C.E.O.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

Customer Relationship Metrics

MAY 17, 2017

How often do you think about how many things you should be measuring on your Quality Monitoring Form? Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, but I warn you against it. This e-book was developed to help you get more value from your quality assurance program. “Do

Benchmark 85

Benchmark Call Center Coaching Feedback 85

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. One common mistake I see from call centers that I have consulted with over the last year is…”. Meet Our Panel of Call Center Experts: Nenad Cuk. Get a solution that is…”.

call center software 210

call center software Call Center Contact Center Analytics 210

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Consider your car maintenance—if you’re like many, you ignore it completely until there’s an obvious issue, or a flashing red maintenance light alerts you to a problem. A consistent quality control process can help achieve ongoing focus on implementing and improving quality.

Call Center 62

Call Center Scripts Coaching outsourcing 62

ijgolding

AUGUST 20, 2015

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. On Wednesday 19th August, I was lucky enough to be able to spend the evening with my beautiful wife Naomi. CX Review Total Score.

Customer Experience 121

Customer Experience Construction Feedback Customer retention 121

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Much of the responsibility of this falls on QA teams, who must ensure that agents adhere to policies, security, quality, and more. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs.

Call Center 140

Call Center call center software outsourcing Coaching 140

CSR Inc.

OCTOBER 1, 2017

CSR is currently in the process of developing & implementing a new Quality program for a new client. It’s a (dare I say it? Key Quality Basics Strangely, sometimes identifying and implementing the ‘new stuff’ (think: procedures, policies or technology) is less important than the points we’ve long taken for granted.

Calibration 59

Calibration Coaching Scripts Call Center 59

Callminer

AUGUST 1, 2017

On-site systems, like those offered by traditional PBX, are bulky and require more hardware when you need to physically up-scale your business. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Meet Our Panel of Contact Center Experts: .

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Service Life

MAY 21, 2018

We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key objectives. Initially, I tried my darndest to keep those two activities in their separate siloes. This is a fairly natural comparison given that they are both percentages.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Customer Service Life

MAY 31, 2018

Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. When it comes to scoring methods on quality forms, the variety continues. Click here to read the original. Easier to define.

Calibration 42

Calibration Coaching Feedback Customer Service 42

Vistio

JUNE 10, 2022

Do I have your permission to record this call for quality assurance? . I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I had an interesting start. That was one of the great things that I picked up during my journey.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Vistio

JANUARY 13, 2022

Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? I don’t know Hailey. I’m not sure I can trust you.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? I don’t know Hailey. I’m not sure I can trust you.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

SharpenCX

OCTOBER 29, 2019

Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. Here’s a common scenario: A company selects “delighting the customer” as a strategic objective and decides to track progress on it using customer survey scores. Or vice versa. Michael Harris and Bill Tayler.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Hodusoft

JULY 3, 2023

More than interacting with customers, agents must spend quality time on research, post-call tasks, and everything in between. More than interacting with customers, agents must spend quality time on research, post-call tasks, and everything in between. Both scenarios are bad. What is Average Handle Time (AHT)? How to calculate AHT?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Tethr

NOVEMBER 13, 2020

Did it fall flat? In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. Some might even call it primitive. So, why is focusing on the emotional tone of a customer conversation alone not going to give you the conversation insight you’re looking for?

Analytics 63

Analytics Airlines Engineering Construction 63

Vistio

MAY 28, 2022

Do I have your permission to record this call for quality assurance? Close to 20 years ago, I joined a startup. I was employee number 10. I wore quite a few different hats, but my primary responsibility there was implementation. So there I led a pretty substantial transformation. You sure do, Hailey.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

NobelBiz

AUGUST 3, 2021

After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Whether you like it or not, the adage “Happy workers sell!” Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so. No strings attached.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JustCall

MARCH 29, 2022

Did you know 63% of companies overtake their competitors simply by introducing automation in their sales processes? Did you know 63% of companies overtake their competitors simply by introducing automation in their sales processes? . The process of getting started with automation looks something like this: 1.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

JivoChat

AUGUST 24, 2021

Here are the 15 most important customer service metrics: ## Customer Satisfaction Score (CSAT). For example, you may receive negative feedback because of pricing or something out of your hands, like an unreasonable request to change something. The main challenge is knowing which metrics to track. Don’t take this personally.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

JustCall

APRIL 5, 2022

There’s a reason why leads that are contacted within five minutes are 9 times more likely to convert.). Did you know the VoIP services market is expected to be valued at $194.5 Did you know the VoIP services market is expected to be valued at $194.5 This has brought the VoIP gateway into mainstream conversation.

voip 52

voip Interactive Voice Response CRM Wireless 52

JustCall

APRIL 5, 2022

There’s a reason why leads that are contacted within five minutes are 9 times more likely to convert.). Did you know the VoIP services market is expected to be valued at $194.5 Each one has its advantages and disadvantages regarding quality and bandwidth requirements. billion by 2024? VoIP is the answer. Introduction.

voip 52

voip Interactive Voice Response CRM Wireless 52

JustCall

APRIL 5, 2022

There’s a reason why leads that are contacted within five minutes are 9 times more likely to convert.). Did you know the VoIP services market is expected to be valued at $194.5 Each one has its advantages and disadvantages regarding quality and bandwidth requirements. billion by 2024? VoIP is the answer. Introduction.

voip 52

voip Interactive Voice Response CRM Wireless 52