News & Insights

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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3 Common Call Center Management Mistakes CX Software Can Help Resolve

It is not an overstatement to say that managing a call center is a tough job. After all, call center managers are in one of the toughest sectors in customer service. The fact that customers nowadays are more discerning when it comes to customer service only adds to that stress. The pressure to perform at …

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Alorica’s Exemplary Customer Service and Industry-Leading Execution Score Two Prestigious Stevie Awards for Longtime Client Major League Baseball

Leading Global CX Provider Helps MLB Kick Off New Season with Two Bronze Awards for Contact Center of the Year and Customer Service Training Team of the Year. IRVINE, Calif.–(BUSINESS WIRE)–Alorica Inc., a global leader in customer experience solutions, announced today that it helped its client Major League Baseball (MLB) take home two Bronze Stevie® …

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