Expivia

MAY 9, 2021

You want to educate your associates on all of these. It should all be trained, educated, and roleplayed. Keep in mind, it’s not just what your associates say, but how they say it. Once you set call quality standards and you have a team to manage them, you need a way to track your reps’ performance. .

Call Center 98

Call Center Education call center association Contact Center 98

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. If an associate is not using a proper greeting, disclosure, upsell, or close we need to fix that right away.

Quality management 52

Quality management Call Center Management Coaching 52

Expivia

MAY 13, 2021

You want to educate your associates on all of these. It should all be trained, educated, and roleplayed. Keep in mind, it’s not just what your associates say, but how they say it. Once you set call quality standards and you have a team to manage them, you need a way to track your reps’ performance. .

Call Center 52

Call Center Education call center association Contact Center 52