Measuring ROI of Speech Analytics Implementation at Contact Center
Digitalization is optimizing the existing processes in many businesses. Adopting a new technology demands sheer determination, effective change management, and decent user adoption.
How to uncover actionable insights from customer interactions
Microsoft estimates that 90% of all Americans consider customer service to be a discerning factor in which companies they choose to engage with.
Why Coaching and Learning Tools Are Integral to Your QA Program?
Every business needs to be constantly on the lookout for new ways to evolve. If you want to make meaningful progress as a company, one of the best things you can do is seek out new opportunities for growth and improvement.
Why is Effective Quality Monitoring the Secret to Improve Your Brand’s Customer Experience?
Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.
What are the 3 Contact Center Quality Monitoring Mistakes That Are Causing Problems For Your Team Members?
Having a contact center quality assurance (QA) program is crucial if your business is scaling fast and wants to continue to deliver a consistent, remarkable customer experience. If not set up correctly, your planned quality monitoring program can end up backfiring. Simply having a contact center quality assurance program is not enough. You need to begin your program with the expectations of your team members who work in the frontline. If you see that they are not able to deliver great results, they most likely are having issues and push backs that you might not be aware they are experiencing. So, the first step you need to take if your quality assurance program is not on track is to identify areas for improvement.
Why is Contact Center Quality Monitoring Crucial for Your Business?
When it comes to contact center quality assurance, there are several reasons you should implement a strategy and stop just checking boxes. ...
What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?
Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work ...
4 Golden Contact Center Quality Monitoring Trends of All Time
When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two ...
Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?
Whether you've utilized a contact center for your business needs, contacted one as a customer, or worked as a contact center team ...