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Emotional Intelligence Training For Your Agents
Emotional intelligence training One of the most important aspects when dealing with customers is not only knowing the right answer to questions but also understanding how to deal with emotional situations. In customer service, every interaction matters. Contact center supervisors understand this far too well. This is where emotional intelligence training comes into play, paving…
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The Transformation of Agent Onboarding
Agent Onboarding Progression requires adaptability. If you’re doing the same things as you were 10 years ago, it’s probably time for change. But we know you’ve heard that before. If you’re looking to refresh your onboarding process for agents or just want to learn more about the different technology that’s out there, then you’re in…
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The Crucial Role of Efficient Quality Assurance Teams
Why Efficient Quality Assurance Matters 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…
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Forecasting with Contact Center Conversation Intelligence Software
Contact center conversation intelligence Contact centers are at the forefront of delivering exceptional experiences to customers. Being constantly involved with customers via phone, chat, or email, you would expect that contact centers are up to date with the latest trends and technology. While some are… most are far behind. This means many contact centers inaccurately…
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What QA Doesn’t Evaluate on Calls
Here is what you’ve been measuring when it comes to QA: 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…
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There Is No “Good” KPI with Chris Crobsy
Why No KPI? Chris Crosby, Founder & CEO of CX Ventures, joins us to talk about why KPIs today aren’t worth much and how each one can be “gamed”. He took a different perspective on KPIs and how companies should be focusing on the fundamentals instead. If you’re focused on the fundamentals of your operation…
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SLAs with Rob Bayer
Service-Level Agreements (SLAs) Rob Bayer, President & COO of Anomaly Squared, joins Greg Reffner to talk all about SLAs. Why SLAs? Because it’s the definition of a true partnership and critical in creating overall customer satisfaction. What are SLAs? A service-level agreement (SLA) sets the expectations between the service provider and the customer. It goes over…
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First Call Resolution with Tom Moskal
First Call Resolution Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution. Our second guest to choose this KPI 🙌 This episode is a must listen when it comes to understanding first call resolution and the impact it can have on your contact center. What is…
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10-Point Checklist for Evaluating AI Quality Assurance Software
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…
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Customer Satisfaction Score with John Hoyt
CSAT and why it’s important 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…
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Call Coaching Template for High-Performing 1:1s
Here is a sample of what to do before your coaching session: Agent: Choose 3 to 6 calls that they want to review in the coaching session These calls will be sent to the manager the day BEFORE the session Manager: Keep a running doc of agenda items throughout the week and share it with…