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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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How to Measure & Manage the Caller Journey

In today's customer-centric world, tracking the customer experience is a major focus for contact centers and businesses A key component to the customer journey is phone conversations (or the caller journey) The experience a customer has with an agent over the phone will ultimately define their[...]

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Open the Channels for Customer Communications

Happy Thanksgiving from Vermont! Over the past year we've read many articles, come across a lot of research data, and even heard from our customers about the incredible importance and value that inbound phone calls hold in the overall business strategy As consumers increasingly prefer to interact[...]

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Financial Importance of Call Monitoring for TCPA Compliance

There are two rather large TCPA class action lawsuits in the works right now; one with AT&T and the other with Bank of America The potential financial ramifications are staggering, with the AT&T settlement expected to be $45 million, the BoA settlement, which has receive approval, which is[...]

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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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The Telling Signs In The Voice Of Customer

You can learn a lot 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 customers are saying The Frustrated Customer The frustrated customer should be[...]

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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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