Stay in Sync with Effective Calibration

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In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it […]

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agent coaching

Key Steps to Successful Agent Coaching

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Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who […]

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Driving Your Contact Center with Analytics

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“Data! Data! Data! I can’t make bricks without clay!”  Sir Arthur Conan Doyle In the age of Big Data, more organizations are turning to analytics to provide insight into, amongst other things, their services, agents, customers and back office. Why, you ask? In the above quote by Sir Arthur Conan Doyle; his famous fictional detective […]

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multichannel omnichannel customer experience

Multichannel vs. Omnichannel and its Impact on Customer Experience

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If you are in the customer service industry you probably have heard the terms “multichannel” and “omnichannel”. Commonly used when discussing customer experience, these new buzzwords are often used interchangeably and can be confusing to organizations. By examining and better understanding these terms, we can add clarity and speak to how these impact customer experience. […]

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Speech Analytics: Those Old Jeans in the Back of the Closet

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It’s funny how popular things fall out of fashion just to trend again at some later point. For example, skinny or “ripped” jeans were very fashionable in the 80’s. Popular TV shows, big hair bands, Madonna and other artists, all created a phenomenon with those types of jeans. Moving into the 90’s and early 2000’s, […]

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Contact Center Tools of the Trade

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In any industry, there are specific tools that are needed to succeed. If you asked a carpenter what tools he carries with him at all times in his tool belt, you would probably receive a response such as a tape measure, hammer, utility knife, chisel, framing square, and many others. Just as carpenters utilize specific tools […]

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workforce management basics

Workforce Management Basics in Today’s Contact Center Environment

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The application of a Workforce Management (WFM) program within a call center can be defined as achieving and maintaining operational efficiency. This is done by ensuring that the right agents with the right skill sets are staffed at the right time. Doing so can result in lower operational costs, reduced churn and a better customer […]

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Dig Deep with Speech Analytics

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In the 1999 blockbuster hit Analyze This, Robert De Niro plays a mob boss who is suffering from panic attacks and consults with a psychotherapist, Billy Crystal, to better understand his recent emotional episodes. Ultimately, to get a grasp on his anxiety and why he was experiencing his attacks, Crystal has De Niro get in […]

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quality management call center

Best Practices of a Successful Quality Management Program

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Quality Management, (QM) or formally known as Quality Assurance, has been around for decades. The art and science of determining just how good an organization and its front line agents are performing is a process that continues to evolve. Today, many organizations have adapted QM programs for all customer interaction channels. There are many valuable […]

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