Archive for Agent Performance

Managing Contact Center Agents During COVID-19

Last week, we discussed how the COVID-19 pandemic has impacted the customer experience, and we briefly addressed its effect on contact centers In this article, we take a closer look at how contact center agents are adjusting to meet customer expectations More specifically, we will discuss how to[...]

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5 Ways to Improve Call Center Agent Performance

Your contact center agents carry the huge responsibility of representing your business and your brand Not only are they at the front lines of handling customer questions, requests, and problems, but how they conduct themselves directly impacts the customer experience That impression can determine[...]

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How to Manage Compliance in the Contact Center Using Speech Analytics

Why Manage Compliance Compliance management is the process by which businesses and managers ensure compliance with certain laws and regulations When you call a business and hear, "This call may be recorded for quality purposes," that’s typically because that business is trying to manage[...]

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Which Contact Center Metrics Should You Track?

What Are Contact Center Metrics If you understand the importance of the customer experience, you know that contact centers play a vital role in a company’s success Conversations with agents are often the first contact a customer has with a company; therefore, agent interactions play a huge[...]

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3 Ways Monitoring Calls Can Improve Customer Service in a Time of Crisis

Importance of Monitoring Calls As the current pandemic continues to affect both people and businesses, monitoring calls for quality assurance is more important than ever Contact centers and customer service teams are seeing a dramatic increase in complaints, requests, and other interactions A[...]

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5 Ways to Engage & Motivate Contact Center Agents with Scorecards

As contact center agents are now required to work from home, agents and managers are met with the same work-from-home challenges as everyone else One of those challenges is figuring out new ways to keep agents engaged But QA managers were dealing with agent engagement concerns before COVID-19[...]

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9 Reasons to Teach Proper Phone Etiquette to Call Center Agents

Phone Etiquette 101 Studies show that when contacting a business, most people prefer to use the phone over other means of communication But all too often the person on the other end doesn’t exactly meet our expectations This is especially true of younger generations that hardly use phones in[...]

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