quality management

What is Quality Management Analytics?

Share:

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 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 and evaluate […]

Read
modernize

How to Build a Compelling Business Case for Modernizing Your Contact Center

Share:

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated […]

Read
cloud contact centers

Future-proof Innovation – Vendors in it for the Long Haul

Share:

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale […]

Read
virtual call center agent

What Is a Virtual Call Center Agent?

Share:

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? AI? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent […]

Read
Contact Center Terms

7 Contact Center Glossary Terms You Need to Know

Share:

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might […]

Read
call center attrition

10 Steps to Reduce Call Center Attrition

Share:

Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers […]

Read
call center evaluation scorecard

How to Build a Call Center Evaluation Scorecard

Share:

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 […]

Read
city furniture

Florida’s City Furniture Gains Reliable Data and Performance Visibility

Share:

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system […]

Read
performance management

Performance Management – You Know You Need It, and Here’s Why

Share:

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry […]

Read
1 2 3 14