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Improving Customer Satisfaction with Agent Assist & Quality Management Software
Agent Assist & Customer Satisfaction Achieving and maintaining high levels of customer satisfaction is paramount for any business striving to thrive in today’s competitive landscape. Contact center supervisors play a critical role in this endeavor, overseeing frontline interactions to ensure they meet the mark. With the advent of innovative tools like agent assist and quality…
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QA Feedback Form Template
Why this QA feedback form? 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…
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Why Should Call Center Leaders Think About Investing In Real-Time Quality Assurance Software
Call Center Leaders & 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…
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QA Scorecard Templates
Why this QA scorecard template? 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…
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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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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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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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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 QA Framework Creating a solid QA framework has three parts: To start, we always suggest that you answer these four questions: Best Practices for a Repeatable Call QA Process 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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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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Why You Should Be Automating Quality Assurance with AI
Quality assurance (QA) is a critical component 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…