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Category: Call Center Coaching

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Call Center Coaching

35 Inspiring Ways to Improve Your Call Center Quality Assurance Program

I was recently honored to be asked to join a panel of esteemed Call Center Quality Assurance experts at the QATC Annual Conference (Quality Assurance and Training Connection), ICMI Contact Center Expo and the CRMXchange Quality Assurance & Analytics Virtual Conference. Here are my 35 favorite, most effective tips shared by panelists which I thought

Win/Win: Converting a Challenged Call Center QA Score into a Coaching Moment

The Call Center Quality Assurance (QA) department spends a lot of time listening to and scoring calls.  And when an agent disputes the scoring of a call, it can become a contentious situation.  But you can take a potentially negative situation and turn it into a positive.  Here’s how!  Take this scenario: Customer Service Representative (CSR)

Blend your Call Center Training and Quality Teams

Have you tried “blending” your training and quality teams? When the trainers are not teaching a class, why not let them work with the quality teams doing side-by-side training on agents who have “areas of opportunity” identified by their quality scores? It works well for several reasons: We used to get “Well, they didn’t teach