Throughout January we looked at various stakeholders for inspiration to fulfil your New Year’s Resolution to improve quality within your call centre; Agents, Competitors and Team Leaders. This FREE White Paper examines best practice in quality leaders across industries from Amazon to Starbucks, Dyson to Apple.
It assesses their strengths in quality and drills down to the simple ideals giving suggestions of how you can interpret these in your contact centre.
Click here to read the white paper.
Soft skills are one of the foremost predictors of call centre performance and agent success. In fact, according to recent research by Harvard University and the Stanford Research Institute, 85% of long-term job success depends on people skills, while only 25% relies..
To be successful in a call centre, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in a natural and friendly way...
Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?