Burnout is a problem for many workers, regardless of job title. But when your front-line agents experience this malaise, it creates challenges for your business.
Feeling disconnected and disengaged typically leads to declining performance, risking your reputation..
You're probably in a leadership role because you have genuine enthusiasm for your business. Its mission is probably near and dear to you, whether you inherited it when you came on board the company, or whether it was your inspiration that brought it to life. But do..
Today’s customers have more choices than ever before. The credit card industry provides a good example. During just one month in 2016, providers sent out 381 million credit card offers. The range of options is virtually incomprehensible, and switching is usually no..
When it comes to call center quality assurance, the central issue for most organizations isn’t why it needs to be a focus. It’s well known that the phone is considered the most frustrating customer service channel by US internet users, and it’s equally well known..
In the journey from an operational, to a tactical, and finally, strategic quality assurance (QA) framework, call centers evolve and grow from using QA to address day-to-day short-term operational issues to meeting your organization’s long term business goals.
Definition of Tactical,
In sports, tactics are plans made before the start of a game, to play against your opponent’s weaknesses and to your team’s strengths.
We prefer the more managerial definition;
Call center quality assurance (QA) is, by its very nature difficult to understand, measure, and improve upon. While quality assurance is centered on positive growth, the remaining challenge is that call center success (or failure) can often be subjective.
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best circumstances — where customers are calling to..