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..
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.
Measuring call center Quality Assurance is necessary to improve NPS and other customer-driven experience analyticsthat directly correlate with revenue growth.
This 18 page! eBook contains clear insight into:
- Understanding the Customer Journey through Your Contact..
- Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey
- Why your contact center workforce is the key to successful customer journeys and customer engagement.
- How Your Contact Center Quality Assessment..
Each call center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational, Tactical, and Strategic.
Who has the time to read a valuable 320 page industry report? We have read it for you and written this summary.
10 years ago, average call duration and cost-per-call were considered to be the most important contact center metrics. In 2015, 32% of survey respondents..