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Channel: Call Center Consultants » Vicki Nihart
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How to know when survey participants request to be called back?

“Are you unaware of a survey participant’s request to be called back?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The...

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How to get agent scorecards with coachable data from surveys

“Are you missing agent scorecards with coachable data in your post-call IVR survey program?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and...

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Why you should not use survey findings to make operational and strategic...

“Are you afraid to use your post-call IVR survey findings to make operational and strategic decisions?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys...

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Quality Assurance Optimization Requires Transformation

Every company has a department, or several, that perform internal checks to ensure that the quality of the product, service, process, and technology meets or exceeds company-defined standards. Most...

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Why FCR is not a contact center metric anymore

“Do other parts of your business take responsibility for FCR performance?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and...

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What’s the right number of things to measure on your QA form

“Do you have less than 20 scoring criteria to grade on your internal quality monitoring form?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment....

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Why QA must generate a company score beyond VoC

“As part of your QA process, are you generating a score for the company?” is one of the questions included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The e-book includes...

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Why consistency with QA calibration may make you inconsistent

“Do you conduct inter-rater reliability testing?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. This e-book contains diagnostic questions to...

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Top 4 Reasons Quality Fails

You created your quality process in order to help improve the overall quality within your contact center, but is it easy to find the reasons quality fails? How you uncover the unintentional reasons...

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Yes, You accidentally cause agent burnout

Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in...

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