Quality Tips

[bmasc1]

I am looking for best practices amongst call centers to increase customer and associate satisfaction. Currently, we do the monitoring, side by sides, associate calibrations, etc. Yet, I am looking for ideas to raise the bar in a call center environment. I want to engage the associates in the business as a whole. Any thoughts or suggestions that you have used would be greatly appreciated.

Thanks

[cindy.szpanelewski]

You might want to go to the following web site. They have 280 standards in place for best practices. http://www.helpdeskinst.com/ I am one of their certified auditors and it is a very worthwhile program to look into.

[Ellen Robinson]

Have you considered a tool to allow your associates analyse their own processes on the desktop PC or have supervisors review desktop processess without having to do screen recordings or side by side sessions? A new software solution from Iontas allows team leaders assess desktop usage in easy to use graphical reports without having to leave their desks. It empowers team leaders by providing them detailed information on how each of their associates use the desktop and allows them to assess productivity without having to stand over the individuals. For the associates they get a better analysis of how they spend their time on the desktop.

[DanDD4]

This is the BEST solution for customer and agent satisfaction:

www.virtualhold.com