It’s been 66 years since the phrase “Big Brother is watching you” first made its debut in the classic novel Nineteen Eighty-Four by George Orwell. Nineteen Eighty-Four was later made into a movie in 1956 where audiences viewed on the big screen how government manipulated every aspect of its citizens’ lives in order to brainwash [...]
The first step to developing an effective quality monitoring program is to define the quality standards that are right for your business. Next, you have to communicate those standards to your frontline agents and commit to an ongoing program to monitor and coach your agents' performance. Which brings us to the topic of this article: [...]
One of the greatest challenges in call centers is keeping the frontline staff trained on the ever-changing dynamic of the call center environment and motivated to deliver the highest level of service on every call. What ultimately makes the greatest impact on agent development and customer service? It is effective coaching. A good quality monitoring [...]
Are you finding that your current quality monitoring program is having a positive impact on your agents, customers and call center? If you are like many call centers, quality scores are high but customer satisfaction is not. Quality scores range in the 90th percentile, yet when management randomly listens to calls, it is not uncommon [...]