Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top Ten Contact Center Software and Technology” awards for the second time in 2018.
Spreadsheets used to be the go-to tool for every call center manager to gather quality assessment data so they could evaluate agents and operations. Using digital scorecards to keep pace with a center’s activity will streamline your process and reveal new..
It costs more to get a new customer than to upsell an existing customer. That is why customer service and satisfaction is so important. Many companies believe that the only way to handle call center processes are in-house. But a growing number of businesses have..
Every call center manager knows that when agents start out they need a script to follow when interacting with customers. Using the actors analogy, movie actors are issued with their script (sometimes months in advance) and will have a number of chance to get it..
A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take on this important work should be trained - and recognized - to further the organization. Gap analysis employed by managers is the best..
In today’s competitive marketplace, it’s becoming increasingly difficult for brands to stand out.
Root cause analysis in the call center means looking beyond the superficial and identifying the problem’s core. Most negative behaviors have deeper issues at their core, whether they’re human, organizational or physical
Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any successful call center strategy is developing quality assurance guidelines. How does a manager develop these procedures?
In the first part of this blog series we looked at how quality assurance (QA) and scorecard data can help improve agent performance and lead to greater customer experiences. What about getting to the root of the problem? Unfortunately, many call center managers..