Tag: customer satisfaction
Quick Tip: One Word That Infuriates Customers (and You Use It Everyday)
Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...
Setting Service Level Objectives
X% answered in Y seconds. That’s the formula we use for service level calculations in contact centers. It can (and often should) be used...
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...
4 Key Drivers of Agent Engagement
What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...
Key Metrics to Include in Your Omnichannel Strategy
Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
Why Training Matters: Linking Training Program Success to Larger Company Goals
Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the...
