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3 Reasons Why Your Coaching Program Isn’t As Effective As You Thought

All contact centers strive to deliver top-notch service. It’s a lofty goal indeed and one that’s perpetually a work in progress. This is why coaching is such a vital part of quality control for call centers. Whether you’re dealing with a new agent or a current one who’s struggling on the job, ample training ensures …

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Misinterpreting Data May Be Costing Your Call Center More Than You Think

The proliferation of digital technology has made data more accessible and transparent than ever. A data-driven approach is especially important in a contact center, where agents field thousands upon thousands of calls in a day. When proper systems are in place, data can be used to guide decisions about operations, training, and other facets of …

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Steps to Take When Identifying a Process Failure in Your Call Center

In a perfect world, customers call a contact center, get the information or instruction they need, and go about their day. In reality, however, this isn’t always the case. While your company may have clearly delineated processes for handling calls, every so often an engagement fails, i.e. an agent is unable to provide the support …

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Agent Calibration: What It Means and How It Improves Your Brand’s CX Performance

If you work in a contact center, you know that excellent customer experience (CX) is the holy grail. That said, great CX doesn’t happen by accident; rather, it’s the product of effective quality assurance (QA). In an ideal setting, “quality” is an objective concept. In many cases, though, it’s a little bit more nuanced. What …

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