Quality Assurance

Home/Quality Assurance

Quality assurance in a contact center is a set of processes and procedures that are used in an effort to improve the customer experience and reduce wasteful operating practices. Register for a complimentary check-up.

How many things should be measured on my Quality Monitoring Form?

How often do you think about how many things you should be measuring on your Quality Monitoring Form? Considering that many contact centers change or update their monitoring form because of dissatisfaction every 18-months, you probably contemplate it too often. Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, [...]

Best Practices for your Quality Monitoring Form

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. It is for most call centers. This is why the average time to redo monitoring forms is every two years. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best [...]

What is the best scale for customer satisfaction surveys?

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? What is the best survey method for [...]

How to take action with Call Center Analytics

A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. NOTE: Is this article advanced for [...]

How many calls should agents handle in an hour?

Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing? How many calls should agents handle in an hour? Click to Tweet Setting such a goal is natural. You can easily [...]

Improving Agent Performance Report

Get your complimentary copy of this 15-year study into the highlights and lowlights in contact center agent performance and industry development. The study reveals advanced-practices in Quality, VoC, Metrics, and Emotional Intelligence for tomorrow’s high-performing leaders. Improve Agent Performance – And maintain [...]

By | 2016-12-13T00:38:51+00:00 December 13th, 2016|0 Comments

How many chat sessions can agents handle?

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as a customer of some other company so you know the difference between a satisfying customer experience and one that left you frustrated. The Chat offer Have you found yourself clicking [...]

VoC Execution Gap in Contact Centers is Huge

Voice of the Customer (VoC) programs in contact centers have been around for more than twenty years. When you tally the analysts in the industry, they will tell you that only a small number of contact centers are reaching a state of maturity using the voice of the customer to generate actionable insight. They will [...]

How we avoided contact center survey shelfware

What does my 80-year old Navy SeaBee underwater welder father know about today’s contact center operations? Well, he seeks the most direct and smartest path to address a problem with the caveat that cheap can be expensive. Do it right, do it well, or do not do it. As I work with contact center management [...]

Stop the Freaking Customer Feedback

I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we can overcome obstacles. I have always been a defender of the weak and a fan of underdogs. I want to help people find greater success. I specifically want to help those [...]

Are you a cool contact center manager?

Where is your cape? All of the cool contact center managers wear superman and superwoman capes. Why? Because they do it all for their company, for their customers, and for their agents. The everyday hero Sure it’s exhausting sometimes, but most of the time it’s just amazing what is accomplished every day by these Super Heroes. [...]

What is your Contact Center Top Priority?

What’s your contact center top priority? A recent report revealed that 31.41% of contact center leaders had this as their top priority. And in this video I’ll share with you what that top priority is and what you want to avoid in order to move onward and upward faster. In a Special Report authored by [...]

How to thrive in contact center performance

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness you will go through Dee’s Journey from not so awesome contact center performance to awesome contact center performance. Don't be fooled, her journey was not fast or easily laid out. It was difficult and took time. For her, too long. What you will [...]

What are common contact center survey questions?

If you've been asked to provide “voice of the customer” data to show what customers are actually saying, and how do agents actually impact the customer experience, then a post-call IVR survey can capture the data you need. Common Contact Center Survey Questions But what survey questions do you need to ask in order to [...]

Customer Effort Analytics Executive Summary

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 Effort [...]

Inside Customer Effort Score: Analytics Expert Case Study

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 [...]

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    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 [...]

Customer Experience BIG DATA Dysfunction

Includes a Customer Experience BIG DATA Dysfunction Self-Assessment Can you identify the root causes of your customer experience big data dysfunction? Everybody has it and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future. Get an insiders look into the [...]

Amazing: 13-year olds are leading contact centers

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

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 self-assessment that you can leverage to deliver the great customer experiences you desire. This tool helps to [...]