The Future of Contact Center Leadership – What Needs To Be Changed
A true leader keeps changing and improving as and when the situation demands.
A true leader keeps changing and improving as and when the situation demands.
Improving customer experiences is one of the important areas of focus for leading brands.
A contact center is more than just a support center; it offers actionable insights into the way that a company chooses to treat its customers.
Digitalization is optimizing the existing processes in many businesses. Adopting a new technology demands sheer determination, effective change management, and decent user adoption.
Your contact center is more than just a checkmark on the customer experience; it is a hallmark that displays how your company feels about the people they serve.
Whether you’ve utilized a contact center for your business needs, contacted one as a customer, or worked as a contact center team member, you have an idea of what to expect when it comes to measuring quality monitoring metrics. Some global best practices are aligning with what many people may think of when considering how contact centers …
It’s crucial for call centers and QA managers to understand the Importance of using a call center QA scorecard and very few know how to build an ideal call center quality monitoring scorecard. With a successful call center monitoring strategy, companies can significantly improve customer satisfaction, employee retention, as well as their bottom line. Decision-makers …
How to Build an Ideal Call Center Quality Monitoring Scorecard? Read More »
Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. This is just one of the many ways that businesses can ensure a consistently good …
Are Your Contact Center Quality Monitoring Parameters Effective? Read More »
Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or …
It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies as the vehicle that would completely change the world and propel our culture to unimaginable heights. Now, artificial intelligence—the stuff of the future—is all around us, and we are still …
Artificial Intelligence: Streamlining Contact Center Technology Read More »
Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader in the contact center, don’t be discouraged if authority doesn’t come naturally to you. With a little training, hard work and perseverance, you have the capacity to become a respected …
5 Things You Can Do to Become a Great Leader in the Contact Center Read More »
Artificial intelligence, or AI, is the gold standard in call center quality monitoring, and for good reason. Today’s automated call center quality monitoring software is so seamless in its integration that efficiencies resulting from its use can be pressed into action quickly, fairly and effectively. Active call centers record billions of hours of customer interactions …
How Artificial Intelligence Improves Contact Center Industry Read More »
Customers have a variety of ways in which they can communicate with businesses and organizations today, and it is no longer appropriate to handle all customer service requests via a telephone call center. All businesses and non-corporate customer-facing groups should be working towards creating a multi-channel contact center; but what does that mean in practice? …
The Multi-Channel Contact Center: More than Just Incoming Calls Read More »
Any business large or small that deals with a high volume of customers is bound to receive a constant flow of questions and enquiries. While your in house employees can generally handle the questions with ease, this will take up a significant amount of time and focus off of the core business activities. Utilizing a …
How to Identify the Right Offshore Contact Center Read More »
In the Call Center or Contact center world, there are a number of details that we monitor that help us to know how we’re doing. The industry term that we call these details is Metrics and as time and technology has progressed the number of metrics that we measure has progressed as well. While the …
CALL CENTER METRICS: What are they and how do we measure them? Read More »
No matter what industry your call center is in continuous process improvement, a method of continually redesigning business protocols for increased efficiency is a vital cornerstone of business excellence. CPI can turn a struggling company into a major competitor in whatever industry your business is in. By systematically reviewing current company procedures and introducing incremental …
Continuous Process Improvement: A Part of a Call Center’s DNA Read More »
Have you ever noticed how the word “boss” is often used in a negative context? Very rarely do people use the word in praise; rather, you more often hear terms like “the boss is getting after me again” or “my boss is so demanding.” Perhaps Theodore Roosevelt summed up the reason behind this trend best …
While it’s great to have effective leaders now, call centers should be sure they’re looking toward the future for their next equally effective leaders. As careers advance and circumstances change, a contact center manager might leave and take her or his talents elsewhere. Being on the lookout for capable managers should always be a top …
The modern contact center is always developing and contact centers need to evolve with time and technology. Before evolving your contact center, there are always components to be taken care of for improving and offering superior quality to all customers, which is an Effortless Customer Experience. If a contact center provides an effortless customer experience, …
Customer Service Automation: A new way to Improve Quality in Contact Center Read More »
Did you know that contact centers throughout the United States generate more than 20 billion hours of audio files each year for the purpose of quality assurance? This data reveals that the average U.S. contact center generates more than 300,000 hours of audio recordings annually. It is little wonder that QA staff are often overworked …
4 Benefits to Know Before Automating Contact Center Quality Assurance Read More »