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8 1/2 Secrets to Solidify Customer Loyalty
Misconceptions around NPS & CSAT and breakdowns of specific customer loyalty winning secrets … This should be a no-brainer. We won’t spend much time on it. Companies with a superior experience bring in almost 6 times more revenue than their competitors that don’t prioritize it. Sounds great, where do I start? We go over that…
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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
Call center compliance is something that is often talked about, but commonly misunderstood. 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…
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Building A Repeatable Call QA Process
Creating a solid QA framework has three parts: To start, we always suggest that you answer these four questions: Standardization of processes Automation Ensure all channels are being monitored Let agents dispute bad scores QA software should work for you, not against you
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Outsourcing Contact Centers Q&A: Everything you need to know
Modern technology has made it easier than ever to outsource contact centers when companies are looking to offload costs. If you’re interested in potentially moving your contact center offshore, you’ll probably have a lot of questions you need answered before you feel confident doing so. At The Cattalyst, we’ve spent more than 20 years fielding…
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Call Center Management: Everything You Want to Know
Call center management is no easy task. It takes communication, organization, leadership, analysis, and problem-solving skills. Now let’s jump in! When most people think of call center management, they immediately think of operations. Hiring, training, metrics and goals, call quality, and customer satisfaction to name a few. That’s right for the most part, but we…
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8 Best Agent Assist Software in 2024
If you’re in the customer service world, you’ve probably heard of agent assist software. But what most people don’t realize is how advanced this type of technology has become. Agent assist is synonymous with real-time call guidance. Your agents always know the right thing to say and when to say it. Plus with more companies…
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Give Your Customer Service Team Your Attention (Plus QA Hacks)
Customer service is not a revenue-generating arm of most businesses. Therefore, the attention remains on cutting costs and becoming more efficient. Not necessarily giving customer service teams the resources or agents they need to be the most effective. However, customer service is a critical aspect of any business, as it helps to ensure customer satisfaction…
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How to Effectively Coach Call Center Agents
It can make or break a call center’s ability to serve customers efficiently and effectively, but it’s not always easy to do. As with any skill, there are many ways to go about coaching agents without being effective. The goal of this post is to help you learn how to coach your team effectively so…
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Call Scorecards and QA: Why they should never be fully automated
With the evolution of technology (especially in 2023), automation is all around us. We are partially right. Let’s explain why. Automation has a place, but also why we believe there will always be a human element – at least for the foreseeable future. “The global automation as a service market is expected to grow from…
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Why You Should Be Automating Quality Assurance with AI
No matter what call center, insurance company, or financial services institution you’re a part of quality assurance is critical. But it’s also time-consuming and repetitive work. Let’s explore how AI can help automate QA and improve your team’s efficiency. Most people immediately jump to the conclusion that artificial intelligence (AI) is going to take over…
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How to Create a Better Team with Remote Call Training
Investing in call training for your team ranks just as important as onboarding new team members properly. The reps or agents on the phone need to be … Personalize Your Call Training Programs. Personalization takes more time, but … Here are some examples of each: Positive: ”It was great that you managed to complete all…
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