As we mentioned in a recent blog post, last week was National Customer Service Week. We wanted to play a role in this very worthwhile annual celebration, so we decided to sponsor some of our customers’ contact centers (by providing gift cards and other prizes) as a way to recognize agents who go the extra [...]
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 [...]
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 [...]
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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 |
