We’re always eager to hear what customers and analysts really think about our solutions. Honest feedback helps us shape and plan for future releases and gives us insight into the wants and needs of the market.
Naturally, we were excited to be featured in a recent blog post by Richard Snow, Global VP & Research Director [...]
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 [...]
As we wrap up the snowiest winter in decades, we’re reminded of how grateful we are for technology.
When the brunt of the storms rendered other Columbus, Ohio offices (and offices across the country, for that matter), non-operational, we were able to work from home thanks to our communications infrastructure and our own CallCopy software. As [...]
Our latest whitepaper, Improving Customer Experience Through Peer-based Quality Management, takes a closer look at an alternative QM concept that distributes evaluation responsibility to agents while opening lines of communication for the sharing of knowledge and best practices. We explore how the process can be used to exceed traditional expectations and allow organizations to improve [...]
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eBook: 10 Secrets to Boosting First Call Resolution  |
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Case Study: Elgia, Inc. |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
