Call center quality often refers to the efficient operating of a call center business unit. For organizations that are more customer focused, call center quality refers to the levels of customer experience delivered.
In this on-demand briefing Jessica Gordon with Frost & Sullivan interviews Jim Rembach on effort analytics and the three most important takeaways from member webcast.
Jessica asks what currently counts in call centers and how are companies measuring and optimizing their centers for more profitable customer interactions and better customer experiences.
Watch the Inside Customer […]
This on-demand webinar Inside Customer Effort Score: Analytics Expert Case Study reveals the analytics of the Customer Effort Score in a contact center. This case study provides wisdom about driving change that you don’t want to miss.
Surveys, speech analytics, and more are discussed as you are taken through the process of developing new strategies to […]
Stop Trying to Delight Your Customers in Contact Centers Briefing
In this video I reveal Case Study insights and how customer effort can be impacted through advanced voice of the customer methods.
Customer effort score and first call resolution while being related can not be mistaken as synonymous. In order to determine which metric works best for […]
Improving First Call Resolution is easier when you avoid the mistakes found in this case study…
This white paper is based on a six-month case study of two call centers and how they measured (differently) First Call Resolution (FCR).
You will be amazed at how one call center experienced over a 300% ROI over the […]
Get an Insiders view to Business Intelligence and Call Center Analytics
In this complimentary case study and ebook Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea, get an insiders view into the world of business intelligence and call center analytics.
Is call center analytics the silver bullet it’s promised to be? Is it […]
As a parent my desire is to teach my child something every day, about loving herself and others, about being a good citizen of the world, about something simple or complex. Generally I try to use business strategies to help me manage our family life, but there is a lesson I take from my child […]
29 Contact Center Quality Assurance Mistakes to Avoid: Self-assessment, Case Study and eBook reveals: The 29 common mistakes with contact center quality assurance programs that you can avoid.This simple guide (with pretty pictures too) includes insights and a […]
Building an Award-winning Call Center
The most important component missing from your voice of the customer program is trust. Ironically, this is the same component that drives your customer loyalty.
If you want to rally your executives and employees around the voice of the customer then you must put in an effort that goes beyond collecting data. Do you need trust to move forward? So […]
It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager.
What do you do with the Left Shark in your contact center? After experiencing what happened as a result of the dancing sharks at Katy Perry’s 2015 Super Bowl halftime show, it led me to think about […]
Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice.
We suffer from listening to 10 minutes of recorder practice every day so the Christmas concert and the Spring concert are good (relatively speaking, that is). Even as […]
Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between employees and management. Sometimes the relationships turn toxic.
Toxic Will Not Improve Agent Performance
Nobody that works in a contact center wants it to be a toxic environment. And to many […]
Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right?
Maybe not. Your plan may be undermined by your company and its internally created road blocks that make FCR […]
It’s time to change what you do so you can change what you have received. Yep, that’s right, it’s resolution time.
Did you know that the second week of January is almost always the busiest of the year for health club memberships. And 80% of the New Years Resolutions crowd drops off by the second week […]
When your contact center is faced with a process issue, how easy is it to fix it? Once you spend countless hours identifying the issue and come up with a solution, will that be enough to get buy-in from senior management to proceed with a fix? What happens when upper management asks for proof that […]
It is not difficult to achieve a consensus that it’s necessary to have a quality assurance program in your contact center. Unfortunately, not everyone in the organization agrees on the value of the program. This quality assurance argument causes a lot of frustration but is something that you can overcome.
Some view quality assurance strictly as […]
Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments.
On the surface, the question “can you prove that your quality program produces a positive ROI?” sounds simple. If not simple, at least do-able. But, the answer […]
Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in the department and, according to the masses, I work for one of the best managers in the whole company. But lately I think I’ve experienced agent burnout because I have begun to think about doing something different.
Normally I keep to myself and just go with the flow when it comes to what management wants me to do from day to day. However, as I get older I feel I need to address the elephant in the room – aka our QA program. I’m sure the process was created with good intentions; however, it seems to have outlived its usefulness, and my tolerance. Please let me share with you my perception and let me know what you think. […]
As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience.
I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being in queue for a contact center agent. But I never mind waiting at Chick fil-A® because I get to watch, instead of hearing IVR messaging. It’s so interesting to watch the team behind the counter when they have a queue.