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 [...]
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 [...]
In the world of call recording compliance, where there’s no steadfast, across-the-board policy on consent laws, scenarios can quickly become confusing. Such is the case for a county agency located in CallCopy’s home town, Franklin County Children Services.
According to the Columbus Dispatch:
“Mary Ann O’Garro said a request for records in her grandson’s case revealed that [...]
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 [...]
DMG Consulting, the leading provider of market research and consulting services for contact centers, recently published its 2008 – 2009 Quality Management/Liability Recording Product and Market Report.
The report is aimed at helping “contact center and IT managers find the right product, at the right cost for their contact center, regardless of size”. From a CallCopy [...]
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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 |
