Quality assurance is a must in today’s customer experience culture. Customers have so many choices available to them and can easily switch to another company, leaving businesses and brand relationships vulnerable. And because the call center is a pivotal point of..
One of Scorebuddy’s premiere clients, permanent tsb Group, is a leading financial services provider in the Irish market. Permanent tsb offers a wide range of banking products and services including online banking, savings & deposit accounts, mortgages, loans, credit..
This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and productive work environment, are focused on improving customer service and are ready to ramp up their internal Quality Assessment process.
Businesses that want to deliver an omnichannel experience require a laser focus on the customer. Anything less will result in customers noticing a lack of dedicated resources, causing them to be unwilling to digitally interact with the contact center. This is..
When looking to hire new call center agents, your Human Resource department may suggest using minimum educational requirements or experience in the industry as criteria for hiring. But these factors do not produce engaged employees and turnover in call centers is..
How many times have you heard the adage that it can cost 7x more to acquire new customers than it does to retain existing customers. Obviously, businesses want to keep their current customers as well as gain new ones. Call center QA is a critical component of..
“If you can’t measure it, you can’t improve it,” Peter Drucker, the man deemed the founder of modern management and the author of the bestselling leadership book, The Effective Executive, is often quoted as saying.
If you want to run a successful, productive and profitable call center you are going to need more than spreadsheets to get the job done right. A call center is not scalable for quality management or growth without a robust software solution.