Execs In The Know

FEBRUARY 16, 2023

Western Union agents who mastered soft skills and best methods with Zenarate achieved faster speed-to-proficiency, received better call quality and compliance scores, and drove higher customer satisfaction scores as soon as 30 days of engaging with live customers.

AI 52

AI Scorecard Contact Center Compliance 52

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. TechnologyAdvice is dedicated to educating, advising, and connecting buyers and sellers of business technology. The latter includes agents’ self-analysis scorecards. Technology_Adv.

Contact Center 210

Contact Center CRM Technology Technology 210

Callminer

SEPTEMBER 5, 2017

Your customer does not care what you get on your internal scorecard. It is also very important to allow the agents to analyze their performances on the basis of the quality of service and customer satisfaction. Continuing education and skills enhancement for QA and monitoring teams is absolutely essential.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140