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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 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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How Business Intelligence Can Be Obtained Via Call Tracking

What facts do most businesses wish that they had The simple answer to this question is that they want facts that relate to their customers The more that they know about their customers, the better the business is able to operate Business intelligence can be just about any piece of data that one can[...]

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Ask Your Customer Service Teams These 14 Questions in 2014

Make sure your business is starting the New Year off right I found this article on Business 2 Community and want to share Ask your customer service teams, and call center agents, these 14 questions and you'll be prepared to and on your way to deliver an exceptional customer experience, every[...]

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Call Tracking And Business Intelligence Go Hand In Hand

It is not possible to run a business that is successful as it could be without collecting data of some kind or another All businesses need this because they need to know how they are doing and to measure that performance against their expectations When the data is collected and reviewed, it becomes[...]

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Call Tracking: Evaluating The Impact Of Marketing Campaigns

The use of call tracking services is actually something rather common in the modern business community That being said, it is not necessarily something that is widely accepted or understood Some business owners even report that they are worried about the prospect of using such services They can[...]

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Improve The Customer Experience With Call Tracking

Customers value service When they are treated well by a company, they are likely to come back to that company to do business with them again in the future That is why the customer experience should be valued above just about anything else One way to help improve the experience that customers have[...]

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Call Monitoring Is A Great Way To Maintain Employee Accountability

Employees sometimes have to be monitored in order to ensure that they are following standard operating procedures, and providing quality customer service to ensure a great customer experience Although all business owners like to think that they hire only the best employees, it is never something[...]

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Use Employee Codes to Monitor Agent Performance

Improving the customer experience is a trending topic for businesses today, with research showing that two-thirds of consumers would be willing to spend approximately 13 percent more money with a company following an excellent customer service experience In comparison, 55 percent of customers would[...]

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