How to Improve Contact Center Agent Performance?

By |2021-05-22T14:54:23-06:00April 14, 2021|

A strong frontline is the base of any contact center to deliver an effortless customer experience. With every interaction, agents can make a remarkable impression for the brand in the customers’ minds. If agents, in a contact center, are not efficient enough to deliver flawless assistance, the organization risks losing customers, leading to a poor reputation and loss of revenue. Thus, it is crucial that call centers focus on the quality of interactions by consistently monitoring them to remarkably improve agent performance.

How Should Leaders Embrace Team Motivation?

By |2021-05-22T14:54:42-06:00April 6, 2021|

How can you consistently get team members who say, ‘I love my job, and I trust my leader!’? Well, team motivation is the key. There are several theories of motivation, and when we’re rightly motivated, there’s almost nothing we can’t do. We can motivate ourselves to build new technologies, make a remarkable change in society, and what not! It is one of the crucial responsibilities of any great leader to foster motivation and encourage employees.

Why are Millennials choosing Live Messaging over Traditional Communication Channels?

By |2021-05-22T14:55:04-06:00March 26, 2021|

Generation Y, also known as Millennials, are unique, in every sense. Being a part of the industrial revolution, this generation has witnessed the transformation from letters to emails, telephones to smartphones, computers to laptops, radios to smart TVs, and so on. As they have grown in a digital and socially networked world, millennials are quite accustomed to technology compared to the older generations. According to Forbes, they are the biggest spenders and cover the most significant consumer demographics in the world.

What are Some Effective Ways to Empower and Improve Contact Center Performance?

By |2021-05-22T14:56:26-06:00February 5, 2021|

Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your company goals, it is important that team members stay motivated and empowered. Effective coaching of call center agents can translate to a direct increase in sales and help improve the overall customer experience. But what are effective ways to make sure team members are empowered? How can you provide feedback that fuels change?

What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

By |2020-10-16T11:55:36-06:00October 16, 2020|

Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work ...

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