5 Things to Consider When Choosing a SaaS Solution
Software as a Service (SaaS) has grown in popularity over the years Any browser-run program is considered a SaaS solution, especially in offices and remote workspaces SaaS solutions tend to be cloud-based, which means there is no hardware to install or register And most SaaS solutions are offered[...]
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[...]
How the Coronavirus has Changed the Customer Experience
The ongoing coronavirus pandemic has forced businesses to reconsider the ways in which they operate, especially when it concerns the customer experience The biggest takeaway from these past few months is that companies are recognizing the need to prioritize their customers over their profits In[...]
9 Call Monitoring Strategies Your Contact Center Isn’t Using (But Should)
Call Monitoring Benefits Call monitoring is a staple of quality assurance in today’s contact center QA Managers typically monitor calls to evaluate agent performance and improve training techniques A high percentage of agents continue to work from home to slow the spread of COVID-19, which[...]
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[...]
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[...]
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[...]
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[...]
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[...]