By Marcia Jenkins, Senior Operations Manager
There are lots of ways to measure your call center staff utilization. We all want our agents busy, but not too busy, right? Before we dive into what we’ve found is best, let’s talk about what staff utilization means and why it’s an important KPI. Continue reading
By Megan Fallis, Vice President of Marketing
Using a call monitoring form is essential to assess the quality of interaction between the front-lines and the customer. Call quality is fundamental to providing a consistent customer experience which is critical to each and every business. Continue reading
By Megan Hottman, Operations Manager and Brand Evangelist
This call center requirements checklist provides 10 essentials for evaluating potential call center partners. We know how time consuming and how tedious the process can be to find the best call center for your business, so we’ve made it simple for you. This call center requirements checklist includes points to consider and help guide the decision-making process.
Before you can even get started speaking with call centers, it’s important to understand why you’re looking to a call center partner to begin with. The clearer you are about your objectives, expectations, and desired outcomes, the easier it will be to weed out those who are not top contenders. Continue reading
By Marcia Jenkins, Senior Operations Manager
Many companies outsource their inbound call center work. What are you missing out on? What are the benefits?
We all want our call into customer support for any reason to be handled professional and timely. When you outsource your call center work to a trained and highly skilled group of agents, it benefits you because your customers had a good experience. Continue reading
November 13, 2019 (Aurora, NE) Quality Contact Solutions, Inc. announced today that Julie Kramme, Director of Sales and AJ Windle, Director of Client Engagement have earned their Customer Engagement Compliance Professional (CECP) certification through the Professional Association for Customer Engagement (PACE). The QCS team now includes four certified professionals and one PACE Self-Regulatory Organization (SRO) auditor. Continue reading