Collecting the Data That Makes a Difference in Quality Management
Your quality management (QM) program runs on data. If the feedback and numbers you collect are accurate and up to
Ready to take your quality management efforts to the next level? Here are five questions that will help you get it right the first time.
Five Signs That It’s Time for a Fresh Start With Quality Management
Do you have a quality management program? If so, are you happy with the results? You’d be surprised how many
What is the Formula for Successful Quality Management?
Fortunately, for those of us who are math-challenged, not every business problem can be solved with an equation. But quality
Three Steps to More Effective Quality Management
If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an
Finding the Perfect Greeting
What goes into the perfect contact center agent greeting? After five minutes on hold, the agent could say anything and
Four “Must Have” Qualities in a Quality Management System
“Quality,” that elusive attribute for which a contact center strives, is always a challenge to achieve consistently. But maintaining quality
Five Things Customers Demand From Your Call Center – Do You Provide Them?
Customers know what to anticipate from an efficient and successful engagement, and that is what they want you to deliver. This is what is on their minds. Is your contact center up to the task?
Cut Agent Training Time in Half
Training is the critical step that prepares new agents before they are ready to serve your customers. Obviously it’s important to get it right, but it’s also true that the time devoted to training is time when that agent is being paid, but not yet doing the job for which he or she was hired.
Maintaining Optimal Service at the End of Each Shift
Learn how to maintain customer service from start to the end of your shift.
Four Factors Found In Every Successful Contact Center
Take a closer look at successful people and successful companies, and you’ll often find they share the same positive traits.
Call Recording Challenges: How to Avoid Them
There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in
Is Your Contact Center Prepared for General Data Protection Regulation (GDPR)?
In May of 2018, the European Union will officially adopt the General Data Protection Regulation (GDPR), new legislation created to