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 [...]
The recent The Art of Evolution | Global Connect 2010 in Denver was loaded with networking opportunities, information, and excellent speakers. But some of the sessions stood out to us as particularly relevant.
Known for its ability to provide data delivery in new and innovative ways, Acme Packet’s sessions were very popular [...]
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 [...]
All of us here at CallCopy are excited to announce that we’ve moved to a new CallCopy corporate headquarters located in the Arena District at 530 W. Spring St., Columbus, OH 43215!
We spent part of the day this past Friday moving, unpacking and getting settled in at the new digs. Everyone helped out to [...]
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 [...]
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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 |
