A recognition program will greatly help in motivating CSRs to excel at providing call resolution and to retain the top call resolution performing CSRs.| www.sqmgroup.com
When customer satisfaction improves, the improvement source is that the agents' customer satisfaction skills have been enhanced.| SQM Group
We explain what a call center scorecard is, its importance, and how to create a call center scorecard for meeting business and customer expectations.| SQM Group
We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.| SQM Group
3 tips to improve first call resolution by motivating your employees through recognition.| www.sqmgroup.com
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
An effective escalation agent should first fix the customer's emotions and then fix the problem. Learn how to improve your call center agent escalations| SQM Group
Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| SQM Group
This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs).| SQM Group
To ensure agents deliver customer empathy consistently, they need to be trained, coached, and monitored through their QA program and post-call surveys.| SQM Group