Archive for “Morgan Pulitzer” Post

How To Conduct Regular Customer Service Call Analysis

Business owners often want to know how their company is really faring out there Sometimes they may hear only the positive news and the things that people believe they want to hear To get to the bottom of things, it is sometimes necessary to do a customer service analysis There are a few things that[...]

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Making Quality Assurance A Daily Habit

No business can survive without its customers In order to keep those customers around, excellent customer service will be required Thus, quality assurance is an important aspect of the work that an office manager does One means of assuring quality is to listen in on the phone call conversations[...]

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What Business Insights May Be Gained From Call Recording

Every day thousands of businesses are buried underneath millions of phone calls from customers all across the country and indeed the world In the midst of all of those phone calls there are some gems to be discovered Though many do not at first realize it, customers who call into a business to ask[...]

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Reviewing Agent Performance For Bonus Season

Evaluating employees in  preparation for review time can be one of the most time-consuming, challenging responsibilities for managers Employees who consistently do great work deserve to have some recognition and reward for their efforts Encouraging everyone to do the best work that they possibly[...]

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The Telling Signs In The Voice Of Customer

Even though a phone call is done without the visual stimuli available, there is still a lot that can be learned through the voice of customer information The tone that one uses can say as much as the words that they choose to use Keying in on these important factors is the way to learn from what[...]

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Contact Center Monitoring: A Controlled Experience

The experience that one customer has when calling a contact center should be as close to the same as the next customer Contact center monitoring is basically the only way to know for sure that the experience will be the same Evaluate The Data In order to first determine where the baseline is in[...]

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How To Improve Business Intelligence With Call Tracking

The collection of business intelligence is a very important process that all companies must go through Bringing together what data is available to learn new things about the business and its customers creates more opportunities for companies Calls And What They Tell The phone calls that a[...]

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How To Review The Customer Experience With Call Tracking

Customer service is of paramount importance to all businesses When the customer base is happy, then the business thrives When the customer base is not happy, there are a lot of fires to put out One way to evaluate the customer experience is to try out call tracking Crunch The Numbers The first[...]

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