Voice analytics is one of the most massive revolutions in the call center industry – ever. You will hear it almost every time that you make a call to a contact center. It is often the first part of a call before you get connected to an agent, where you may have to tell a […]
Approximately 2 million Americans work in call centers. For the owners/managers of these call centers, finding high-quality team members is an ongoing struggle. Regardless of how much previous experience a new call center employee has, they will have to be trained. Adequately training new employees can help you keep productivity and morale levels high. Call […]
Call center vs contact center, what are the differences? When you think of contact centers, do you automatically assume that they are the same as a call center, just named differently? If your answer to this is yes, I am sorry to say that you are wrong. Yes, they both have similarities. I.e., they are […]
Firstly, I would like to presume that you have read about “what is QA/QC” in our article “Quality Assurance vs. Quality Control.” Quality Assurance can be quite a confusing subject. We often receive questions about our QA processes when we acquire new customers. Therefore, in this post, we are going to look through some of […]
Everyone has had contact with voice technology. Whether it is Siri, Alexa, any phone call that asks you to say “yes or no” after the tone, it is all voice technology. If we are honest, it is incredible. The technology that is available now is unlike anything that has ever been in call centers. In […]
Assurance and control are the two main factors in quality management. These are both aspects that should be of utmost importance to any company. Adhesion to these two aspects is even more critical in companies dealing with the public. Quality is king. Always has been, and always will be. However, when you are looking at […]
Imagine having the power to quickly locate ten calls where your agents did not comply with TCPA regulations. Such a discovery could potentially save you from costly penalties. Better yet, imagine if you are having an agent struggling with a particular process; all you have to do is pull up similar calls for coaching. On […]
Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference? The contact center is fast becoming one of the most important collectors and sources of valuable business data. […]
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. […]
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 […]