Contact Center Schedule Adherence - The Policy
VereQuest Blog
by Sharon Oatway
1w ago
Policy Statement: Our contact center is committed to providing exceptional customer service and maintaining operational efficiency. To achieve these goals, we have established a strict schedule adherence policy to ensure that all agents adhere to their assigned work schedules. Adhering to schedules is essential to delivering consistent service, meeting customer expectations, and equally distributing the workload among team members. Policy Guidelines: Punctuality: You must be punctual and log in at the start of your scheduled shifts. Tardiness can negatively impact service levels, unfair ..read more
Visit website
5 Proven Strategies for Effective Customer Service Training in the Digital Age
VereQuest Blog
by Sharon Oatway
2M ago
In today's digital age, providing effective customer service training is more crucial than ever. With the rise of same-day delivery and the influence of social media, customer expectations have skyrocketed, making it essential for businesses to deliver top-notch service at every interaction. But how can you ensure your customer service training is truly effective? This article will explore five proven strategies that will help you enhance your training programs and create a team of customer service superstars. Firstly, we will delve into the power of empathy and how it can be incorporated int ..read more
Visit website
Keep Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations
VereQuest Blog
by Sharon Oatway
3M ago
In the fast-paced world of customer service, maintaining a high level of quality assurance is crucial for businesses to thrive. One of the essential tools in achieving this is the Call Center Quality Assurance Scorecard. This scorecard acts as a compass, guiding call center operations towards excellence in customer service. However, merely having a scorecard is not enough; it must evolve to meet changing business and customer expectations. In this blog post, we will explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no lon ..read more
Visit website
Business Recovery Plan for Contact Centers: Weather-Related Outages
VereQuest Blog
by Sharon Oatway
4M ago
Introduction Weather-related outages can pose significant challenges for contact centers, disrupting operations and impacting customer service. To ensure the swift and effective recovery of your contact center in the event of such incidents, a detailed business recovery plan is essential. This comprehensive plan outlines specific steps and timelines that contact centers should follow to minimize downtime and maintain service quality during and after weather-related outages. I. Contact Center Preparedness Phase 1. Risk Assessment (Ongoing) Identify Vulnerabilities: Continuously assess the cont ..read more
Visit website
The Future of Quality Assurance in Contact Centers
VereQuest Blog
by Sharon Oatway
4M ago
Leveraging AI and coaching for improved performance First published in ,Contact Center Pipeline We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for assessing agent interactions to identify areas of improvement. However, with the advent of speech analytics and artificial intelligence (AI), the landscape of QA in contact centers is rapidly evolving. Speech Analytics and QA In recent years, the contact center industry has witnessed a significant shift in its approach to ..read more
Visit website
The Retention Connection: Reversing Contact Center Agent Attrition
VereQuest Blog
by Sharon Oatway
4M ago
First published in ,Contact Center Pipeline (Winter 2023) Call centers are vital in today's business landscape, serving as the frontline for customer interactions and support. Yet, despite considerable investment in employee engagement programs over the last 5-10 years, contact center agent attrition remains a significant challenge. Over the last 12 months, frontline contact center attrition rates have increased from an average of 30%-40% to an astonishing 65%-80% in some sectors. Not only is this costly to maintain (recruiting, training, coaching costs), but it directly impacts the overall c ..read more
Visit website
Leveraging Quality Assurance as a Service (QAaaS) for Superior Customer Service in Call Centers
VereQuest Blog
by Sharon Oatway
5M ago
It comes as no surprise that delivering exceptional customer service is crucial for maintaining a competitive edge. For call centers and customer service operations, ensuring the quality of customer interactions is paramount. This is where "Quality Assurance as a Service" (QAaaS) comes into play. In this post, we'll delve into what QAaaS is and how it works in the context of a call center or customer service environment. What is Quality Assurance as a Service (QAaaS)? Quality Assurance as a Service (QAaaS) is a strategic approach that organizations adopt to maintain and enhance the quality of ..read more
Visit website
Designing an Effective Quality Assurance Scorecard for Customer Service Call Centers
VereQuest Blog
by Sharon Oatway
5M ago
Introduction There is no question that customer service plays a pivotal role in ensuring customer satisfaction and retention. One of the essential tools for evaluating and improving customer service in call center environments is the quality assurance program. A well-designed quality assurance program enables organizations to assess and enhance the performance of their customer service representatives (CSRs) while also identifying areas for improvement in their processes and procedures. In this blog, we will explore the key aspects of designing a quality assurance scorecard specifically tailor ..read more
Visit website
Customer Service Outsourcing Services: Are they a good fit for your organization?
VereQuest Blog
by Sharon Oatway
5M ago
Introduction In today's fast-paced business landscape, providing exceptional customer service is essential for success. However, managing an in-house customer support team can be costly and challenging. This is where customer service outsourcing comes into play. In this blog, we will delve into the world of customer service outsourcing services, exploring its benefits and disadvantages and how to select a company that aligns with your organizational culture. What are Customer Service Outsourcing Services? Customer service outsourcing, also known as call center outsourcing or customer support o ..read more
Visit website
Customer Service OKRs vs. KPIs: How do you measure success?
VereQuest Blog
by Sharon Oatway
5M ago
In customer contact centers around the globe, the adage "You can't manage what you can't measure" stands as a timeless truth. Customer contact centers are, perhaps, the most measured of all channels -- from talk time, handle time, and abandon rate through to first contact resolution, CSAT, and conversion rates. When it comes to setting goals and measuring success, there is almost too much data, too many strategies, too many tools, and one too many frameworks at play. One framework that has been around for several years is OKR, or Objectives and Key Results. In this post, we'll explore what OK ..read more
Visit website

Follow VereQuest Blog on FeedSpot

Continue with Google
Continue with Apple
OR