Scorebuddy has announced a webinar programme on strategies for evolving and maturing your contact centre QA Framework to significantly improve customer service and customer engagement.
Please join them on Tuesday, 14 November 2017, 1:00 pm EST / 10:00 am PST / 6:00 pm BST for an all-important session on strategies for improving your contact centre agents’ performance and customer experience.
Customer service contact centre agents are increasingly being asked to serve a dual role – that of a solution provider and a salesperson.
Calls are more complex and volumes are increasing.
Forty-three percent of customers who stop doing business with a company make their decision based on poor customer service.
In addition to delivering a great and consistent customer experience when a customer calls about a specific issue or problem, the agent may be challenged to expand the relationship by selling the customer additional products and services.
That may be the most compelling reason for any Quality Assurance or Contact Centre Manager, CEO or COO of a company that relies heavily on their contact centre to secure a place in an upcoming webinar presented by Scorebuddy. The webinar is being conducted in collaboration with Sheila McGee Smith, a leading communications industry analyst and strategic consultant.
During this webinar you will learn:
- Why your contact centre workforce is the key to successful customer journeys and customer engagement
- How your contact centre quality assessment framework needs to evolve to create an exceptional customer experience
- How companies like Voxpro and Airbnb have revolutionised their approach to QA, delivering dramatic business outcomes
- How Scorebuddy fits into your contact centre technology ecosystem