Dispute Resolution

Archive for Dispute Resolution

Risk Management and Compliance with Speech Analytics

In today’s contact center, risk management and compliance are not just best practices Certain laws and governing bodies regulate how call centers handle sensitive data Because non-compliant agents are a costly risk, both through unsatisfied customers and monetary penalties, monitoring calls is[...]

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What is Call Scoring?

How Call Scoring Works Call scoring compares your contact center agents’ performance against a predetermined set of standards Because call scoring compares each agent’s performance against a uniform standard, you can evaluate everyone’s work using common criteria This eliminates bias and[...]

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3 Simple Tips for Dealing with Angry Customers

While it's important to meet certain business expectations, such as sales and fulfillment quotas, it's just as important to meet customer expectations In fact, the customer experience is critical to any business's success That's why meeting and even exceeding customer expectations should be a[...]

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