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Interview: How Pelephone was able to reduce onboard training while increasing the proficiency of new CSRs

Mobile operators around the world are facing great pressures from new regulations that strive to enhance competition and bring down prices. New competitors offering low fixed price packages have completely changed the... Read More

Changing the Face of Call Center Technology

Within the call center industry, new technologies are emerging that help reduce call wait time, direct issues to the appropriate personnel, and ultimately improve the customer experience. That being said, call center... Read More

Become a Learning Organization

Sony was founded in 1946 by Masaru Ibuka (1908-1997) as a small electronics shop in a bomb-damaged department store building in Tokyo. The company had $530 in capital and a total of... Read More

#CCExpo14 Thought Leadership Panel: Quality

Are traditional methods of contact center QA and monitoring outdated? In this thought leadership panel from Contact Center Expo and Conference our expert panelists explore the future of quality in the contact... Read More

I Understand Your Language

During a recent hotel stay, we were away from the room all day and returned late in the afternoon to rooms that had not yet been cleaned. I called the front desk... Read More

#ICMIchat Recap: QA and Agent Monitoring

"This call may be monitored for quality purposes..." Quality is often a word that comes with negative connotations for contact center agents, but it doesn't have to be that way. Al Hopper... Read More

Transforming Quality Monitoring to Focus on Coaching and Development

Meeting the needs of your customers, exceeding their expectations and developing/empowering your staff all begins with a solid monitoring program that is based on quality not quantity. Your mission should be: Customer... Read More

Training on a Shoestring: What Would MacGyver Do? (Part Two)

Are you constantly looking for ways to do more with less in your contact center? Who better to turn to than MacGyver?!  He was the man who could do everything with anything,... Read More

Recipe for a Great QA Scorecard (A La Scorebuddy)

Ingredients A contact center full of Engaged Agents Empowered Team Leaders People-focused Coaches Highly Skilled Quality Analysts A Reliable & Flexible Quality Assurance Platform Multiple Quality Monitoring Forms An ‘Improve Performance’ Culture... Read More

No More Excuses! How to Make Time for Agent Coaching

Engaging and motivating agents is a responsibility that typically falls on the shoulders of contact center supervisors. But finding time to proactively coach agents to ensure they are motivated and engaged –... Read More

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