Build Your Team by Building Enthusiasm
Crazy work schedules and crazier customers can take a toll on all workers, but especially those who work in contact centers. It's normally considered a high-stress job, but if you factor in a feeling that management doesn't really care, you're setting up a recipe for disaster.
Improving Employee Engagement Means Altering Company Culture
Many companies -including those with high-profile call centers -- have taken steps to improve employee engagement, and while they may have made small differences, few companies have ever managed to completely turn their employees' attitudes around.
Top 10 Ways To Boost Contact Center Agent Performance
This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
Benefits of Call Recording & Call Monitoring for a Call Center
This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.