Call centre leaders use quality management forms to review and document the work of call centre agents, such as how they handle calls. Used optimally, these forms embody a contact centre’s most important objectives, are the gold standard against which agent behaviours are measured and deliver much-needed data used for reporting purposes. Key performance indicators […]
I got my start in contact centres by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts. A lot of things have changed since then (like my hairstyle and affinity for wearing Jorts), but some things […]
With workforce optimization (WFO), figuring out why something happens is just as important as figuring out what happened. In fact, sometimes the “why” is even more revealing than the “what.” That’s what Radial (a bpost group company) discovered when it ran into a problem with its customer experience: they knew agents were using what they […]