The holiday season is over and 2023 is here but we’re still in the mood for gift giving. Over the past couple of weeks, we’ve been handing out daily QA wisdom on our social channels, covering everything from compliance to customer experience. Don’t worry if you weren’t following us (feel free to do so now), you haven’t missed out. We’ve put together one last stocking filler—a handy roundup of every post. So read on for 12 solutions to some of the most common—and most painful—QA challenges and get your year off to a flying start.
An overview of how to improve one of the most important metrics—first call resolution—and, with it, the quality of call center customer service.
Read more here: First Call Resolution: What It Is and How Do You Measure It
Essential tips for driving revenue and boosting the bottom line with better call center sales training.
Read more here: 10 Ways to Improve Call Center Sales Training
A guide on managing call center compliance in the age of remote work.
An insight into the CSAT’s evil twin—the DSAT score—and what can be done to improve it.
Read more here: What is Your DSAT Score and How to Improve it
Methods for calculating customer retention rate and ten ways to improve it.
Read more here: How to Calculate Customer Retention Rate
Techniques to measure emotional intelligence in customer service agents.
A guide on how to calculate the ROI of investing in QA tools and customer experience.
Read more here: How to Calculate the ROI of the Customer Experience
An in-depth understanding of after-call work and the best ways to improve it in a contact center environment.
Read more here: What is ACW and How to Improve It
The knowledge to guarantee compliance with HIPAA rules and avoid compliance issues in the call center.
Read more here: 3 Call Center Compliance Pitfalls and How to Avoid Them
The best ways to tackle a high repeat call rate and better help customers resolve their issues efficiently.
Read more here: How to Reduce Repeat Calls Fast
Essential tips on how to solve one of the most common consumer affairs complaints—average time on hold.
Read more here: All About Consumer Affairs Complaint & How to Solve Them
A foolproof guide to building an effective QA scorecard.
Read more here: How to Design and Build an Effective QA Scorecard
Resolve to make 2023 your year for quality assurance—get in touch with Scorebuddy today and request a free 14-day trial.