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Call center training is an ever-evolving challenge for industry leaders. Agents are tasked with handling new technologies and growing customer expectations, so it’s important that they are equipped to make the best use of these new technologies and not only meet, but exceed, these high customer expectations. 

Independent research firm G2 has once again named Scorebuddy as a Leader in Contact Center Quality Assurance. This is the second consecutive quarter in which Scorebuddy has featured in the Leader quadrant of the G2 Grid. To attain Leader status, an organization must be “rated highly by G2 users” and have "substantial market presence scores."

For honest feedback, there is no better source than the customer. Listening to the Voice of the Customer (VoC) is essential to understanding where your contact center is succeeding, and where there may be room for improvement. Through a combination of surveys, questionnaires, and other methods of feedback collection, you can learn a great deal about the productivity and efficiency of your contact center, and take steps to address any issues which are identified.

Call avoidance is a common problem in the contact center world and, if we’re being honest, an understandable one. If an agent spends the day answering the phone to angry customers, fielding countless complaints, and acting as the first line of defense when something goes wrong, can you really blame them for being tempted to avoid calls now and then? 

In a call center environment, sorry is the default setting. It’s only natural that agents will apologize to customers when they have a complaint and, in many cases, an apology is completely warranted and necessary. 

Call abandonment rate refers to the percentage of customers who hang up before they are connected to an agent.  

In the age of social media, customers have a platform to vent their frustrations 24 hours a day, seven days a week. Customer expectations are higher than ever, so it’s no surprise that people are quick to complain when things go wrong. This might sound like a nightmare scenario for anyone working concerned with customer service but rather than despair, we should treat these complaints as opportunities to learn and improve. Customer feedback is one of the most useful tools we have for highlighting service issues and identifying actionable insights to correct them. In this article, we’ll take a look at some typical consumer affairs complaints—and show you how to effectively resolve them.

Anyone who has worked in a customer service environment knows that it can be stressful, and keeping agents motivated and enthusiastic about their work is easier said than done.  

A successful contact center requires constant evaluation to ensure that all agents are working to the best of their abilities—and delivering the best experience for the customer. Investing time and money in your contact center is all well and good, but you need to be sure that you’re allocating those resources wisely. To find out if your agents are performing at their peak and delivering outstanding customer service in each and every interaction, there are some key metrics you should keep an eye on. Here, we’ll take a look at 11 contact center metrics and key performance indicators (KPIs) that give a true picture of how your contact center is performing.