Call center attrition is a widely recognized issue that, unfortunately, causes a lot of issues for the company. The fact is, however, that attrition is a problem for every company in every industry worldwide. People have better job offers; they move house to a different location; they want a change is career direction, etc. However, […]
In this article, we will be looking at a “Use Case” for our entire platform. We will look at how the tool can help to improve various aspects of an internal QA department. The dashboard does that by enabling enhanced evaluation of agents and their quality performance standards while increasing the efficiency of targeting areas […]
Call Centers are truly one of the busiest places to work. So when that much work is being done, it tends to create a certain number of safety risks for everyone involved. The issue with the modern call center is that, unlike other jobs that fit the work to the employee, call centers attempt to […]
If you have read our last article, then I am sure that you have had an insight into how we can monitor your agents. If you have not read that article, then I would highly suggest that you do that before reading this. You can find the last article here. After you have read that, […]
The single best way to check how your call center agents are performing is to monitor them. That does not mean standing over them, watching them work. However, what it does mean is to check on their scoring based on various factors actively. As you have already found out, either from our previous articles, such […]
No matter what you are buying, or service that you are using, there are certain things that you expect. One of, if not THE primary aspect that you would expect is satisfaction from the service. That is why customer service is so important. Your customers are an essential part of your business. Without them, you […]
While most contact managers and supervisors agree that scoring calls are essential for the contact center’s success, there seems to be a debate on whether or not managers should show agents their performance scores. When ICMI surveyed 14 contact center managers, 50% believed that the agents should not see their scores. But why? There are […]
Do you have Multilingual Customer Support? According to a study by The International Customer Management Institute (ICMI) and Lionbridge, 74% of consumers are likely to make a repeat purchase if the after-sales service is offered in their language. 58% of Consumers also said customer support in their native language improved their loyalty to a brand. […]
Regardless of how strong your excel game is, as a call center manager, you need a reliable system to analyze your agent’s performance to increase forecast accuracy and improve operational effectiveness and schedule efficiency. Sadly, most small to medium-sized businesses think they are saving money by using spreadsheets to manage and forecast the call center […]
How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a […]