Month: November 2022

Call center monitoring is a practice of listening to customer calls that take place in a call center in order to make sure customer concerns are handled quickly and efficiently. A call center is a centralized department in a company that handles incoming and outgoing client and prospect contacts. 

Common examples of call center monitoring can include:

• call recording, 
• the ability for a monitoring supervisor to silently join a call and make notes so they can give the agent feedback at a later time, and 
• chat features (like whisper capability) that allow the agent to receive guidance or solutions from their supervisor while on the phone with a customer. 

Call center monitoring is crucial to ensuring great customer service. It also shows your call center agents that the firm cares about their performance by:

• Building skills – continuous feedback opportunities help agents excel at their jobs and reduce the number

 / The Football World Cup 2022 Edition

Workplace bullying can decrease morale, reduce productivity and cause good employees to quit. Worse, it can get your business sued. Use these seven strategies to deal with workplace bullies. 

Workplace bullying is a widespread problem. According to a Workplace Bullying Institute study, 79.3 million workers are affected by workplace bullying. 30% of respondents said they had been bullied, 19% said that witnessed it, and 13% said that they are currently being bullied.

Even worse, 65% of people said that the person bullying them was their boss — making it hard to report the problem.

Bullying isn’t just a traumatic experience for the employee — it spells trouble for your business. There’s plenty of data showing that company culture has a direct effect on productivity. If your culture is one of a hostile work environment, your employees may spend more time worrying about their mental and physical safety than doing

Here are the latest insights from customer service consultant and bestselling author Micah Solomon…

There’s one type of interaction with customers that tends to be a hot mess: customer surveys (and the verbiage that’s sent out to accompany them). 

Sending out poorly designed surveys can…

…waste the time of businesses and customers alike

…alienate (or at least irritate) even your most loyal customers

…mislead you with spurious results 

Designed and deployed properly, however, surveys can reveal a lot about how customers view their experience while also treating respondents(and those who choose to not respond!) with respect. So I encourage you to spend a couple minutes with me now learning the do’s and don’ts of customer surveying.

Twelve Essentials of Effective Customer Experience Surveys 

1. Every survey question should be clearly worded and easy to answer, not requiring your customer to do math or think too much about the inner