Contact Centers Today… A Management Balancing Act

The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where I sit, this definition suits many a contact center. I...

The Latest Trends in Quality Assurance

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on strict adherence to procedures. Everything was black and white: Did...
Inside View: Randal Hiester, Health First

Inside View: An Interview with Randal Hiester, Health First

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and agents, has evolved into a real-time activity that is a...
5 Essential Tips for Developing a Quality Program

5 Essential Tips for Developing a Quality Program

There is an old Japanese proverb that says: “Vision without action is a daydream. Action without vision is a nightmare.” When consulting companies on their quality assurance programs, I often find that this proverb...
Self Service Digital Channels Lack the Human Touch

Study Finds Digital Channels Lack “Human Touch”

Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate content so that they can find the information they need...
Four ways to expand quality monitoring in the customer service contact center

4 Ways to Expand the Value of Quality Monitoring

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are following the training and coaching they have been provided. And...
A key consideration for your social customer service team

Giving Customers a Voice in Quality Monitoring

The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process focuses the entire operation on the customer’s perspective of how...
First Steps on the Contact Center Omnichannel Journey

Omnichannel: Reevaluating the QA Process

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, the important first steps to take on your...
lost art asking questions

Add Customer Feedback to the Quality Program

How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to improve both employee performance and the customer experience. At Engage 2015—The...
Empower Frontline Staff with QM Tools

Empower Frontline Staff with QM Tools

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends. MULTICHANNEL EVALUATION One of the biggest growth areas, Snedeker says, is...
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