What’s the Best Way to Manage and Empower Call Center Agents?

In the call center environment, there’s no one-size-fits-all approach to managing agent performance.  Best practices will vary from agent to agent and organization to organization, but one thing is for certain: Proactively and consistently managing agent performance is critical to delivering superior customer service and a positive customer experience overall.   Donna Fluss notes that […]

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What’s the Best Way to Manage and Empower Call Center Agents?

In the call center environment, there’s no one-size-fits-all approach to managing agent performance.  Best practices will vary from agent to agent and organization to organization, but one thing is for certain: Proactively and consistently managing agent performance is critical to delivering superior customer service and a positive customer experience overall.   Donna Fluss notes that […]

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How Is Speech Analytics Changing Agent Behavior?

Traditional approaches to call center performance management are flawed in that they are labor intensive and produce inaccurate results, frustrating both agents and supervisors. But managing and improving agent behavior is paramount to managing and improving the customer experience, which in many cases is what separates one company for another, especially in something like the […]

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Prepare Your Collections Call Center for CFPB Audits with Speech Analytics

In a time when lawsuits, complaints, and CFPB audits are increasing, collections contact centers need to take steps to improve their processes and prove their compliance. Collections contact centers and Accounts Receivables Management (ARM) firms have to maximize payments while still staying compliant and up to date with new rules and regulations, which often proves […]

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