Customer Service Life

SEPTEMBER 4, 2019

While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center. In this article, I’ll share six things to consider when creating a quality scorecard.

Scorecard 67

Scorecard Contact Center Customer Journey Map Compliance 67

Fonolo

FEBRUARY 23, 2022

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. A Complete Guide to Call Center Security. Developing a successful call center security strategy isn’t a fast and easy process. PCI Compliance.

Contact Center 87

Contact Center Scorecard Compliance Technology 87

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Call centers must keep in mind…”. Craig Borowski. SoftwareAdvice.

Contact Center 210

Contact Center CRM Technology Technology 210

Execs In The Know

FEBRUARY 16, 2023

Western Union agents were prepared for success after practicing high-impact call scenarios faced in their day-to-day interactions with live customers. And contact center and training leaders can also certify agent readiness to engage with live customers and prospects through their Simulation Scorecard and Immersion Call Listening.

AI 52

AI Scorecard Contact Center Compliance 52

Callminer

NOVEMBER 9, 2020

Organizations need to be prepared to effectively combat call center fraud. Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Customer behavior across channels does not seem normal.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution. Jack is a regular public speaker on customer service/experience, AI, and automation.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Taylor Reach Group

NOVEMBER 18, 2019

More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. This internally focused approach could be in conflict with what customers feel and experience. By Turaj Seyrafiaan.

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18