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How To Integrate Competition And Recognition In Your QA Monitoring Program

[fa icon="calendar'] Sep 23, 2016 7:42:00 AM / by Jade Longelin posted in employee engagement, quality management,

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Depending on how your processes are set up, your QA assurance team can quickly be seen as a type of customer service Big Brother.

To turn this negative rep around, creating incentives and friendly competition within the process can create a more positive experience for your customer service agents.

By creating a fun environment and gamifying the process, you'll be able to motivate staff and improve performance effortlessly.

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5 Things To Know Before Creating A QA Monitoring Program

[fa icon="calendar'] Sep 21, 2016 7:23:00 AM / by Jade Longelin posted in quality management,, quality assurance

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If you are working out the quirks and gathering all the needed information to create an efficient QA monitoring program, there are a few factors to take into consideration before you establish your QA monitoring plan in writing.

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How To Build Your Brand Voice to Increase Sales

[fa icon="calendar'] Sep 16, 2016 7:30:00 AM / by Jade Longelin posted in customer experience,

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Could your clients tell you apart if you removed your brand logo?

Defining and creating the right brand voice takes time and consistency. Only by developing your methods will you develop a character and brand that will set you apart.

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Skills To Look For When Hiring A QA Analyst For Your Support Team

[fa icon="calendar'] Sep 14, 2016 10:29:15 AM / by Jade Longelin posted in quality management,

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If you've just established a QA program for your customer support service team, you're probably looking forward to keeping up the good work and looking for a talented candidate to help you maintain and improve the procedures in place.

This means that you need QA analysts to monitor the quality of your customer service support center. So the next step is to figure out what skills do QA analysts need to perform their job well?

Let's review the skills to look for when hiring a QA analyst for your support team.

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8 Steps To Building A QA Program For Your Support Team From Scratch

[fa icon="calendar'] Sep 9, 2016 11:28:41 AM / by Jade Longelin posted in quality management,, quality assurance

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If you're reading this, it's probably because you are growing quickly and sure enough, you've found the need to build a sturdy foundation upon which to scale your customer service support team.

If I hit the nail on the head, then you should note that it’s important to start standardizing processes and setting the tone for the future now. Doing so will allow your team to be on the same page and provide a uniform customer service.

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How to Build an FAQ Page That Closes Sales

[fa icon="calendar'] Sep 7, 2016 11:00:00 AM / by Jade Longelin posted in customer experience,

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You might wonder how a FAQ (Frequently Asked Questions) section on your website is related to your customer service.

Beyond providing a place to address customer questions, having a well-built FAQ section on your website can serve many purposes aside from just answering shipping and return policy questions.

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The Real Reason Why Customers Hate Your Contact Center

[fa icon="calendar'] Sep 5, 2016 7:00:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Even if the real goal is to make customers happy and help them any way you can, it could be that customers still hate getting in touch with your contact center.
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10 Techniques To Improve Internal Communication Within The Call Center

[fa icon="calendar'] Aug 30, 2016 10:05:56 AM / by Jade Longelin posted in employee engagement, call center best practices

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 You might think the internal communication within your call center it Is secondary to striving good for excellent customer service. But believe it or not your internal communication goes hand in hand with good customer service. By improving the communication channels within the organization you're able to tackle issues from the source.
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Speech Analysis: The Future of QA Monitoring

[fa icon="calendar'] Aug 26, 2016 7:00:00 AM / by Jade Longelin posted in quality management,

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QA monitoring is a vital part of running a Grade A call center. But, let's be real. The high volume of phone calls that need to be reviewed and analyzed manually turns QA into an exhaustive and time-consuming chore. Extracting essential information to improve processes can take time and result in delayed implementation.

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5 Factors Harming the Quality of Your Contact Center

[fa icon="calendar'] Aug 24, 2016 7:00:00 AM / by Jade Longelin posted in customer experience,, employee engagement, quality management,

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Like most call centers, you are all about quality while maintaining costs low. But while trying to maintain costs to a minimum, it's easy for quality to be affected. A decrease in quality within your call center can be dangerous as it will most probably lead to lower customer satisfaction and declining sales.

If you are suffering from a decrease in quality in your customer service, take a deep breath and review your organization thoroughly. Below we'll discuss the most common factors that harm contact center quality and how to improve them.

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