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QA Feedback Form Template
A QA feedback form is simply a list of questions that helps you evaluate whether or not your agents are following their scripts, being professional, and representing your company correctly. While there are a variety of forms you can use, our customers have seen the most success with these three (plus or minus some of…
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Why Should Call Center Leaders Think About Investing In Real-Time Quality Assurance Software
We get it – running a call center is no walk in the park. Juggling between keeping your team motivated, ensuring customer satisfaction, and hitting those KPIs is a real challenge. But we have a secret for you. Yes, we are talking about our software but we’re going to give you some ideas to steal…
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QA Scorecard Templates
At Abstrakt, we’ve analyzed millions of calls and have customers across many industries. We’ve seen what works… and what doesn’t work. That’s why we’ve put together this awesome template that you can steal. It’s formatted in a Google Sheet so all you have to do is make a copy. Then you can tweak the content,…
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How AI Can Solve Challenges Around Contact Center Performance Management
Before we dive into the details, let’s refresh our understanding of contact center performance management or as some call it – CCPM. It’s the holistic approach to optimizing call center operations, encompassing everything from agent performance and customer satisfaction to overall efficiency. The traditional methods of manual monitoring and evaluation are time-consuming and prone to…
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The Crucial Role of Efficient Quality Assurance Teams
When customer service is a top priority for a company, which is generally the case, the quality of each conversation is paramount. Companies that handle high call volumes need a quality assurance team that is efficient and effective with their time. Easier said than done. We know that sometimes your QA team consists of just…
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What QA Doesn’t Evaluate on Calls
But we have data on what ACTUALLY matters and what your current QA solution isn’t evaluating. It may surprise you! Here is an example of a Financial Services customer. It proves that the “lowest” or “highest” KPIs aren’t always the best. P.S. Sandi is the best performing agent for this customer. Financial Services Company This…
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10-Point Checklist for Evaluating AI Quality Assurance Software
Hearing all about AI quality assurance software, but not sure where to start? You’re in the right place. When it comes to artificial intelligence (AI), there are many different options that companies can choose from. In the same way, there are plenty of standard quality assurance software options. Today we’re giving you a 10-point checklist…
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Customer Satisfaction Score with John Hoyt
John Hoyt, Associate Director of Operations Training & Quality Assurance at Kin, joined us on the Contact Center KPI podcast for another stellar episode. This conversation was all about Customer Satisfaction (CSAT) scores. John’s biggest piece of advice – consistency. Leaders tend to be reactive. But consistency, goals, and having a game plan can make…
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What Problems is AI Solving in Call Centers
Artificial intelligence is used to automate and enhance various aspects of customer interactions and support services in call centers. There are a variety of different options when it comes to AI usage in a call center. And even more! AI is all around us and some may not even realize how much it is being…
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5 Things to STOP Doing to Improve First Contact Resolution
Every company measures first contact resolution (FCR) differently. It doesn’t matter how wrongly you’re measuring FCR, the most important thing is to continue measuring it the same way to track improvements (or declines) in your team’s efforts. If you focus your energy on improving processes, goals, and your people – the metrics will follow. If…
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Top 3 Observe AI Alternatives
If you haven’t noticed AI is taking over the conversation when it comes to evaluating your tech stack. Whether you currently use Observe AI or are in the initial evaluation stages of adding new software, we’ve put together a breakdown of the top Observe AI alternatives. Keep in mind that new AI call guidance companies…
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The Struggles Behind Call Center Compliance
Most people on the phones can’t fathom a lawsuit happening from something they said – especially agents who are on the phone most of the day. They are following protocols and scripts to help them stay in compliance. But call center compliance is often a huge weight on the shoulders of managers especially if they…