Derek Corcoran

Founder & CEO of @score_buddy, the award winning quality measurement and reporting platform for #CallCenters.

[Derek Corcoran @DerekCorcoranQA]

You should start looking at #outsourcing your #customerservice desk if you spend more time & money managing the department than you do on your core business tasks: https://t.co/tu1asua2OI #cctr

[Derek Corcoran @DerekCorcoranQA]

When they call the #contactcenter, your customers want your agents to listen more and talk less: https://t.co/KSDSUbL9mV #QA #SoftSkills #CustomerCare

[Derek Corcoran @DerekCorcoranQA]

Learn how to engage agents with real-time reporting on accurate data: https://t.co/eZHt33xz4B #QA #CCTR #CallCentre

[Derek Corcoran @DerekCorcoranQA]

Quality Management foster brand success https://t.co/Qg2S1F6DoZ by @score_buddy #CallCenter #CX

[Derek Corcoran @DerekCorcoranQA]

It’s not easy to continually evaluate #cctr activities to determine the best methods for your company, especially with all the new tech out there. Yet old tech, like voicemail and callback, can be the most effective option: https://t.co/EVW6enT7Np #CX #callcenter

[Derek Corcoran @DerekCorcoranQA]

A common mistake in a #CallCenter is not training an agent when to follow the script: https://t.co/dBUiokVOat #cctr

[Derek Corcoran @DerekCorcoranQA]

Top 3 #KPI to measure #QA performance >> https://t.co/TUo0udJVOt

[Derek Corcoran @DerekCorcoranQA]

#DataMonetization can be your new #revenue stream. Learn how here >> https://t.co/axgmqsfKVT #cctr #technology #data #cx

[Derek Corcoran @DerekCorcoranQA]

Monitoring your customers’ interactions with your agents, as well as collecting & #analyzing the #data, is the best way to find out if your #callcenter strategy is working: https://t.co/3dhhhylPJK

[Derek Corcoran @DerekCorcoranQA]

A #contactcenter generates a goldmine of information. Learn here how #DataMonetization can be your new #revenue stream >> https://t.co/KNU0B0T4UN #cctr #technology #data #cx

[Derek Corcoran @DerekCorcoranQA]

Find out why the traditional method of #customerservice doesn’t work well for the businesses trying to reach #Millennials: https://t.co/6YBwSvwFXB #cctr #custserv

[Derek Corcoran @DerekCorcoranQA]

Your call center customer service team needs to know your clients personally: put a face on your customers by creating a persona that allows your call center team to envision exactly who they are communicating with, day in and day out: https://t.co/SgNqoj6T5k #ContactCenter #QA

[Derek Corcoran @DerekCorcoranQA]

Wondering why #millennials choose chat over traditional #CustomerService? | https://t.co/dhZXTQOwJ1 #CallCenter

[Derek Corcoran @DerekCorcoranQA]

Focus on improving and maintaining quality customer service #CX https://t.co/oHximmdPS2 by @score_buddy #CCTR

[Derek Corcoran @DerekCorcoranQA]

Delivering great emotive customer experiences in the call center requires agents to go beyond just solving problems and answering questions. Learn more on how to improve the way you relate to your customers: https://t.co/XeNh0oqiMp #CustExp #CustServ #Training

[Derek Corcoran @DerekCorcoranQA]

When outsourcing your #callcenter services, consider these challenges in order to improve quality: https://t.co/W5hUskez9M

[Derek Corcoran @DerekCorcoranQA]

Wondering what the benefits of a quality feedback #dashboard could be for your business? | https://t.co/I0fJNXZTbn #CallCenter #CX

[Derek Corcoran @DerekCorcoranQA]

A common mistake in a #CallCenter is not training an agent when to follow the script: https://t.co/oUFsJrR7NN #cctr

[Derek Corcoran @DerekCorcoranQA]

Emotive #CX scorecards provide a valuable framework for measuring and quantifying the impact of a customer’s experience, especially negative experiences. Learn how you can leverage negative #CX into positive future interactions: https://t.co/AJ8F8ZGSGN #CustomerSuccess #Training

[Derek Corcoran @DerekCorcoranQA]

Researchers have found that dissatisfied customers are more likely to complain and switch brands. That’s why it’s imperative to develop a framework and process to transform negative CX into positive future interactions: https://t.co/4yqlqJopRf #CCTR #CX #CustEx