Skyrocketing contact center investments not fueled by costs
Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments. On the surface, the question “can you prove that...
View ArticleYes, You accidentally cause agent burnout
Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in...
View ArticleTop 4 Reasons Quality Fails
You created your quality process in order to help improve the overall quality within your contact center, but is it easy to find the reasons quality fails? How you uncover the unintentional reasons...
View ArticleQuality investments are like Granite Countertops
Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had! There is...
View Article3 Quality Benchmarking Lessons from Facebook
Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new post about something fabulous. But beware of trying to compare...
View ArticleGaining control of your contact center surveys
The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it feels like on the morning of an important test? A final...
View ArticleWhy linking quality results to corporate objectives is bad
Linking quality results to your corporate objectives is a fundamental expertise in which all contact center quality assurance programs must excel. I will show why it’s most often done terribly and how...
View ArticleHow many calls can agents handle?
How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple? In order to help avoid costly mistakes that are...
View ArticleWhy you must remove Handle Time from Scorecards
What? Remove handle time from agent scorecards?! Yes. You also need to do something else. This case study example provides a model you can use to prove why you must remove handle time from scorecards....
View ArticleContact center knowledge base – friend or foe?
“Does your quality department have the authority to make changes to your knowledge base platform?” is one of the questions asked in the 29 Quality Assurance Mistakes to Avoid e-book and...
View ArticleMystery Calculating Customer Value Revealed
Calculating customer value is one of the areas of focus in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The question asked, “Do you include the customers’ rating of being...
View Article10 Contact Center Quality Hacks
Contact center quality hacks offer ways to transform contact center quality assurance to make your life easier. These low-budget tips and tricks (just like 1000 Life Hacks) can help you organize and...
View ArticleWhy you should not grade agent professionalism
Why you should not grade agent professionalism is one of many topics for discussion you will find in the self-assessment and e-book 29 Quality Assurance Mistakes to Avoid.In the self-assessment the...
View ArticleWhat is Inter-Rater Reliability Testing
What is Inter-Rater Reliability Testing? The contact center industry is facing wide-spread instances of low employee morale and low overall customer satisfaction performance. Inter-rater Reliability...
View ArticleHow to raise customer confidence with your contact center agents
The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate their confidence in the answer provided by the agent as part of your quality...
View ArticleHow the contact center can deliver your brand promise
The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Are your customers evaluating their level of confidence in the information provided to them as part of your...
View ArticleContact Center Resources for Marketing Professionals
All of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the...
View ArticleWhy consistency with QA calibration may make you inconsistent
“Do you conduct inter-rater reliability testing?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. This e-book contains diagnostic questions to...
View ArticleWhy QA must generate a company score beyond VoC
“As part of your QA process, are you generating a score for the company?” is one of the questions included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The e-book includes...
View ArticleHow do channels like e-mail, chat, Twitter and Facebook impact the agent
Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem’s blog. In an effort to provide better customer service, contact centers have...
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