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.
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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?
The best ways of providing feedback
This is an extremely broad topic, and, in addition to opinions, there are sure to be as many facts as there are people providing feedback. But let’s not let that bother us right now! In this article, I will focus on feedback in general and highlight some things that you should consider when giving feedback. This article only concerns feedback situations between a supervisor and an employee.
Five tips for practical monitoring
The monitoring of customer service, telemarketing and customer interactions in general is often neglected. It is generally seen as a bothersome, time-consuming activity. At the same time the benefits it offers might be ignored – especially if the monitoring is not done “right”.
