Customer Quality Assurance – Call Calibration: Comprehensive Guide
SQM Group
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6d ago
This blog provides a comprehensive guide on the importance of call calibration, including tips on conducting sessions to help agents improve customer service ..read more
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Call Center Agent Turnover Problem: The Great Resignation and Quiet Quitting and Top 3 Tips To Improve It
SQM Group
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3w ago
Based on our research with over 500 leading North American call centers, we have determined the top 3 tips for improving agent resignation and quiet quitting ..read more
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What Call Center Leaders Should Do to Lessen the Impact of an Economic Downturn
SQM Group
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1M ago
As most leaders know, treating the call center as a cost center hinders their ability to deliver great customer service ..read more
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Top 10 Most Popular Customer Service QA Blogs in 2022
SQM Group
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1M ago
We share our Top 10 most popular blogs in 2022 that can help your call center improve customer service QA performance in 2023 ..read more
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Top 10 Qualities of the Best Customer Service QA Performing Call Center Agents
SQM Group
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1M ago
Here are the top 10 qualities that make for a successful call center agent to provide great customer service quality assurance ..read more
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Call Center Agent Performance Dashboard – Track, Benchmark, and Improve Customer Service QA Delivery
SQM Group
by
1M ago
A call center dashboard provides comprehensive and customizable data visualization reporting from the agent to the call center level ..read more
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Industry Standards for the 7 Essential Customer Service Metrics and How You Measure Up to Them
SQM Group
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2M ago
Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to them ..read more
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How to Create a Customer Service QA Form – With a Scorecard Example
SQM Group
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2M ago
We believe the customer service QA form we share can be helpful to call centers to create a customer service QA form to improve CX and call compliance ..read more
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Call Abandonment Rate: Comprehensive Guide
SQM Group
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2M ago
Measuring call center abandonment rate can help discover opportunities to improve related issues to workforce management, resource allocation, FCR, and Csat ..read more
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What is 360-Degree Feedback, and How Can You Use It With a Quality Assurance Program?
SQM Group
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3M ago
From a CSQA perspective, 360-Degree Feedback lets agents and supervisors get a fuller picture of a customer's experience interacting with a call center ..read more
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