Blog2019-07-21T19:42:16+00:00
2004, 2018

Call center monitoring software for outbound call centers

By |April 20th, 2018|Categories: Call center monitoring software|Comments Off on Call center monitoring software for outbound call centers

About call center monitoring software
Call center monitoring software is an important tool in almost all call centers- large and small, inbound and outbound, and everything in between. For many organizations, call center monitoring software is the method by which the operations of the contact center are measured and managed.

Monitoring software can be designed specifically for a given contact center, or it can be an out of the box option that is designed to cover a broad range of needs. The type of monitoring software used […]

1004, 2018

Quality monitoring for call center agent performance

By |April 10th, 2018|Categories: Quality Monitoring|Comments Off on Quality monitoring for call center agent performance

About quality monitoring
Quality monitoring is a cornerstone of effective and efficient call center management. With quality monitoring, you have the ability to record, review, and score your associates’ interactions with customers.

There are many different ways that quality monitoring can be achieved, but it is most often done with a dedicated software system. This will allow calls to be either reviewed in real time or recorded for future review. It can help establish and measure call statistics such as time to resolution, and can even implement […]

904, 2018

Call monitoring software solution selection

By |April 9th, 2018|Categories: Call monitoring software|Comments Off on Call monitoring software solution selection

Types of call monitoring software
Call monitoring is an integral part of the operations of a contact center. Without it, it can be difficult to measure or manage the performance of associates. There are several different ways to achieve call monitoring. Call monitoring may be done via live call review, with hardware systems, or with software solutions to manage call recording and review.

If you are implementing call monitoring software, or looking to change to a different provider, the amount of choice may seem overwhelming. There are […]

504, 2018

Call center reporting: How to get actionable data

By |April 5th, 2018|Categories: Call monitoring software|Comments Off on Call center reporting: How to get actionable data

What is call center reporting?
Call center reporting is an integral part of the proper managing of call center quality and operations. Call center reporting allows for visibility of contact center performance. It also provides feedback that can be used in associate performance evaluation and training.

The methods by which contact centers gather customer interaction data can vary. In many cases, a call center management software is used. This facilitates call recording and monitoring, as well as the collection of statistics and data.

What can be done with […]

404, 2018

Call center QA: Pros and cons of in house

By |April 4th, 2018|Categories: Call center QA|Comments Off on Call center QA: Pros and cons of in house

About call center QA
Call center QA is a broad term that covers all aspects of contact center quality assurance. Typically, call center QA refers to the recording and/or monitoring of customer interactions. This then feeds the process of performance management for associates and modified or enhanced training practices.

Many call centers struggle with call center QA because it can be difficult or expensive to implement and tricky to manage if it is not structured properly. Enhancing call center QA is often one of the most effective […]

3003, 2018

Call center monitoring software: What to look for in one

By |March 30th, 2018|Categories: Call center monitoring software|Comments Off on Call center monitoring software: What to look for in one

What is call center monitoring software?
Are you getting the most out of your contact center? If you are not using call center monitoring software, you may not be sure.

Call center monitoring software covers a broad range of tools and technologies that can be used to measure and metric the performance of a call center. At its most basic, call center monitoring software refers to the systems that are used to record and score customer interactions. However, it can also incorporate much more than that.

Sophisticated call […]

2903, 2018

Quality monitoring ROI

By |March 29th, 2018|Categories: Quality Monitoring|Comments Off on Quality monitoring ROI

Quality monitoring for contact centers

If you manage a customer call center, you know how crucial quality monitoring can be. You may also know that it has the potential to be quite expensive. Justifying the implementation of quality monitoring often requires a review of the return on investment, or payback, of the program.

Quality monitoring in a call center is usually focused around the recording, reviewing, and scoring of customer interactions. This feeds into associate performance management. Additionally, a good monitoring system can provide management with important […]

2103, 2018

Call center QA based in Scottsdale, Arizona improves performance

By |March 21st, 2018|Categories: Call monitoring software|Comments Off on Call center QA based in Scottsdale, Arizona improves performance

There are many reasons it’s important to have a strong call center
Call center QA, based in Scottsdale, Arizona, can play an important role in helping improve your call center’s performance. Your call center plays an integral part in keeping your customers happy and creating customers that are loyal to your business. This is why having call center QA is so important.

Call center QA can lead to a variety of benefits
Whether your call center is struggling, or you’re working to simply improve the service your call […]

2003, 2018

Quality monitoring based in Phoenix, Arizona, improves call center performance

By |March 20th, 2018|Categories: Quality Monitoring|Comments Off on Quality monitoring based in Phoenix, Arizona, improves call center performance

Your call center is the front line of your customer service experience
Quality monitoring through Phoenix, Arizona based company Sage Advantage can help ensure you call center is providing superior customer service. Working in a call center is a tough, but extremely important job. Your call center representatives are often the first, if not only, point of contact your customers may have with your company. Your representatives also have the ability to take an unhappy customer and turn them into a happy one, thus, keeping their […]

1703, 2018

Call center monitoring software: Choosing a partner

By |March 17th, 2018|Categories: Call monitoring software|Comments Off on Call center monitoring software: Choosing a partner

About call center monitoring software
Is your contact center using call center monitoring software? If not, you are probably missing out on performance improvements and efficiency gains in your organization, not to mention valuable data mined from customer interactions.

Selecting and implementing a call monitoring software can be daunting, but the payoff is well worth the effort. To make sure you get the most out of your purchase, you will want to be very thorough and careful in the vendor selection process.

What to look for in a […]