Employee coaching is crucial to maintaining a productive workforce but often falls to the wayside when day-to-day tasks get in the way. When coaching your employees, it’s important to create a feedback loop that helps employees continuously grow and improve.
Call centers are notorious for high turnover rates, which can be costly to businesses. Especially in the wake of the great resignation, it’s more important than ever to make sure your employees feel as if they’re working for a top employer of choice.
An effective contact center relies on the hard work and dedication of its team members. In order to help call center employees succeed in their roles, it's crucial to provide them with tools, knowledge, and resources they need to complete their daily tasks.
In any organization, employee retention is key to success. For contact centers, this rings especially true as turnover is expensive and a drag on operational goals. Estimates on the cost of replacing an employee range from several thousand dollars to two times the employee's annual salary.
We had another great experience at this year's QATC annual conference in Nashville. We met some wonderful people, and we saw a lot of content about the connection between QA and Training.
All growing businesses that are hitting their revenue goals share one common characteristic. They put the customer first.
In the contact/call center, quality assurance is a bit different than it would be for a manufacturer or software development company. The goals of quality assurance training efforts in a contact center will likewise differ from the QA training goals of other organizations and teams.
Quality Assurance (QA) and Training are focal points for any organization due to their impact on the customer experience. Contact centers and customer support operations are no exception.
Having a strong QA process leads to more consistent results from your team and customers.
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