Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring […]
Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring […]
How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX Empathy is critical in […]
How not to get overwhelmed when you’re new to QM When you’re just getting started with quality management (QM), it […]
Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams These are interesting times for SMB call […]
Call centers have a high rate of agent turnover, so there is a frequent need to hire new agents. By […]
Your agents are on the front line of your customer service efforts. When policyholders call with questions or concerns, the […]