Call Center
Call center BPO QA – How to Create an Accurate and Useful Call Center Quality Monitoring Scorecard? Pro Tips
Non-price aspects of customer experience scoring are constantly gaining higher relevance. The heart of the matter is simple: measuring customer satisfaction allows you to better understand the demand, find out what your customers like most, and find the areas for improvement. But how can you understand what your customers feel and improve customer experience? The […]
Best Ways to Reduce Cost-per-Call in a Call Center Taking into account the number of expenses that are inevitably required to operate a call center, one of the most important responsibilities of call center managers is to find out how they can reduce costs so that this does not affect the quality of customer service. […]
Improve Every Call Center Agent Without Spending A Penny From real estate to insurance, from sales to customer service, one holds – if your call center agent starts to fail, your revenue is declining. That’s why intelligent managers around the globe strive for ongoing employee improvement and fuller productivity. But, there’s one […]
Call Center Metrics and KPIs to Measure Performance and Productivity Get to know on specific metrics and how you can apply them in our contact center platform What does metrics mean in a call center? Call center metrics gauge the overall effectiveness of customer service teams. Many aspects of call centers use metrics to measure […]
In today’s business, customer service is crucial. People can tolerate product imperfections as long as the company is ready to go above and beyond to satisfy their needs. No wonder organizations in various industries invest in call centers. This is a great way to provide top-notch customer service. Not only allows your team to easily […]
Pro Tips – How to Create an Accurate and Useful Call Center Quality Monitoring Scorecard? Call quality monitoring is an important and integral part of a call center workflow. How to make it more efficient and accurate, using evaluation forms? What should you keep in mind when creating every call center agent scorecard template? We’ve […]
How to raise and track effectively Call center KPIs and Metrics in 2021 [ULTIMATE GUIDE] Ten years ago, no one was bothered by such redundant things as metrics. Because no one wants to test something that is not proven. When competition in the markets starts to grow, the most successful companies begin to acknowledge that […]
What Is Call Center Quality Monitoring Software? Call center monitoring and management software is a set of tools designed to help call center managers enhance the performance of agent teams and therefore improve customer experience. Such solutions include various management features for call center quality assurance and monitoring performance of each individual agent. Nexgies Cloud […]
For every complaint you receive, there are approximately 26 customers who are unhappy with your company, but choose to say nothing. Those are the clients you will most likely lose if you don’t take proper action. Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online. […]