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Top problems for contact centres, #1: Excel files
Excel is great. Please believe me when I say that I really do like it! In practice, this is because I have used it to create a wide variety of reporting solutions over the past 14 years that I have spent working in the contact centre industry.
Link quality to your reward system
As I have mentioned before, the customer experience is one of the hottest topics in the business world right now.
QualityDesk helps you fine-tune your quality assurance process
Let’s bring your organization’s quality assurance up to a gold standard!
If you are using Excel, Word or something similar to evaluate customer contacts, your quality assurance process is already broken. If you want to know why, read this article.
3 reasons behind quality assurance failures
Are you still using Excel as a quality assurance tool? Are you writing down evaluations in Word or using questionnaire software actually meant for opinion polling?
6 tips for telemarketing coaching!
Earlier I wrote about six tips that a telemarketer can use to achieve better results and to create excellent customer experiences. However, the fact is that with the help of modern telemarketing technology, one employee can achieve up to 100 customer contacts per day. At this pace, a telemarketer may easily lose their focus, which will lead to lower customer contact quality and lower sales rates. None of us are machines, so how can we prevent this from happening? Of course, supervisors are the answer.
6 tips for better results and customer experiences in telemarketing
My first experience with telemarketing goes back to 2003, when I tried doing telemarketing in an agency located in Joensuu.
