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...
View ArticleTop 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...
View ArticleWhy 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...
View ArticleWhy 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...
View ArticleWhat’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....
View ArticleWhy 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...
View ArticleQuality 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...
View ArticleWhy 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...
View ArticleHow 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...
View ArticleHow 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...
View ArticleAre real-time alerts missing from your Contact Center survey program?
“Are real-time service recovery alerts missing from your post-call IVR survey program?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment....
View ArticleWhat to do when your post-call IVR survey links scores to the wrong agent?
“Does the IVR survey link scores to the first agent spoken to if the caller spoke to more than one agent?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook...
View ArticleDo you have reasons that cause you to throw out surveys?
“Do you have a list of reasons that cause you to throw out surveys?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. There are many...
View ArticleDoes your survey only have questions about agent performance?
“Do you only have questions about agent performance?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment...
View ArticleDo you block or filter customers from participating in your surveys?
“Do you block or filter customers from participating?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment...
View ArticleHave you failed to implement the Survey Calibration process?
“Have you failed to implement the Survey Calibration process?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and...
View ArticleDo you think it’s a good idea to transfer upset customers from the survey to...
“Do you think it’s a good idea to transfer upset customers from the survey to supervisors?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and...
View ArticleDo you think any survey is better than no survey?
“Do you think any survey is better than no survey?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment...
View ArticleWhy only angry people participate in post-call IVR surveys
“Do you think only angry people participate in post-call IVR surveys?” is one of the 26 questions included in the ebook 25 Mistakes to Avoid with Post-call IVR Surveys (there is a bonus question...
View Article2012 Year in Review: Top 10 Post-call IVR Survey Mistakes
It’s that time of year again when we all begin to reflect on the past year and make resolutions about the things we want to change in the coming year. I hope you are as excited as I am about all the...
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