New research from Aberdeen Group shows that extracting business intelligence in the contact center plays a key role in the overall success of your organization.
The report, Unlocking Business Intelligence in the Contact Center reveals opportunities for your organization to improve performance by leveraging business intelligence mined from data collected via contact center and CRM software.
As [...]
October 4 marks the official launch of this year’s National Customer Service Week – a week reserved for celebrating customer service and support representatives and the work that they do year round.
As you enjoy the week and take part in a host of agent-appreciation events, remember to celebrate people skills with these six simple tips from [...]
Carolyn Beeler at NPR recently published an interesting article about the next generation of call center workers. In the article, Beeler examines a growing trend where businesses are outsourcing customer service positions to work-at-home agents located across the U.S.
For years, Americans have had their phone calls about credit card bills and broken cell phones handled [...]
Quality drives customer satisfaction, and customer satisfaction drives customer loyalty. Ensure that your call center is maintaining the highest levels of quality by using effective call center coaching forms.
Whether your organization performs manual or automated quality assurance (QA), call center coaching forms are an integral component of an overall QA program.
Developing Call Center Coaching Forms
There [...]
Most people who work in the contact center industry are familiar with the concept of first call resolution (FCR). After all, contact centers are known for measuring every possible aspect of interactions. What’s surprising, however, is that only a small percentage of organizations are actually striving to measure and increase this critical metric. First call [...]
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Whitepaper: Building a Work-at-Home Program  |
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eBook: 10 Secrets to Boosting First Call Resolution |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
