5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

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Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact […]

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If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

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Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has […]

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Coaching — Medicine for the Contact Center

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“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!” What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are […]

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Intraday Management — GPS for the Contact Center

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When it comes to sense of direction, I’ll admit I’m closer to “can’t find her way out of a paper bag” than “has a strong internal compass.” So you can understand that GPS navigation is riding shotgun when I’m on the road and is in my top-five most frequently used apps. As I slogged along […]

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performance management

Performance Management Takes Your Reporting to the Next Level

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I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took […]

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quality management

What is Quality Management Analytics?

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You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using quality management analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes […]

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call center evaluation scorecard

How to Build a Call Center Evaluation Scorecard

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I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs […]

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training

4 Tips to Take Contact Center Training to the Next Level

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Training is an integral activity in contact centers, whether that be new hire onboarding or ongoing training and development of agents. However, with so many other business priorities, training doesn’t always get the love and attention it deserves. Even in those organizations where training is a cultural cornerstone, providing meaningful, engaging, and effective training is […]

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diversity

Embrace Tenure Diversity in Your Contact Center

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Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees From the outside, we often have the inclination to make false […]

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