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..
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..