|Monitoring Call Quality to Gather Customer Feedback|
|Empower Contact Centre Agents with TRUST|
|Does your Multi-channel Monitoring Pass the Fitness Test?|
|Adding Non-Voice Channels to Customer Service Delivery|
|Can Agent Engagement Improve Customer Satisfaction?|
|16 Ways to Improve Agent Engagement|
|Best Practice Techniques from 6 Global Quality Leaders|
|5 Ways to Motivate Team Leaders|
|Giving Back is a Win: Win: Win|
|New Practices in Quality Management|
|What is driving the focus on quality in call centres?|
|How Aligned is your Quality Model?|
As leading experts in monitoring the quality of customer service Scorebuddy researches and assesses current practices in Quality Assurance, Customer Service and related topics.
This ongoing research is presented in monthly white papers, fill in the form to download the research.
This Months White Paper:
“Using call monitoring for gathering customer feedback as well as performance management can significantly increase return on investment."
This white paper shows how you can use call quality monitoring for gathering customer feedback and make long-term improvements in your call centre as a result.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
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..