By backoffice|2018-03-15T11:16:54+00:00March 15th, 2018|Categories: Call center QA|Comments Off on Call center QA best practices implemented in your organization
About call center QA Call center QA, also called call center quality assurance, is a key element to the running of a successful customer contact center. Whether you are operating an inbound or an outbound call center, you will need a method and system to ensure that agent performance is meeting expectations.
Call center QA is largely focused on associate performance management, but it has other benefits as well. It can identify and guide training requirements, and it can […]
By backoffice|2018-03-07T02:50:42+00:00March 7th, 2018|Categories: Quality Monitoring|Comments Off on Quality monitoring: standardizing call center
Call center quality monitoring Call center quality monitoring is an essential tool to ensure that customer service in a contact center meet established standards. Usually, this practice consists of the recording and/or monitoring of phone calls, online chats, and emails between agents and customers.
The way that call center quality monitoring is implemented can vary from organization to organization, and it can range from very casual to highly structured. Generally, the more robust a call center monitoring program is, the […]
What is call monitoring software? Call monitoring software is an essential tool in the smooth operation of any customer contact center. Whether a call center is small or large, inbound or outbound, or in any industry- it can benefit from call monitoring software.
At its most basic, call monitoring software is a program that facilitates the recording and/or monitoring of customer interactions. This is usually telephone calls, hence the name, but can also extend to emails and chats. Call monitoring […]
By backoffice|2018-03-02T10:17:29+00:00March 2nd, 2018|Categories: Call center reporting|Comments Off on Call center reporting- how it can improve performance
About Call center reporting Call center reporting is one of the most important tools that a contact center can utilize. It provides a solid foundation for benchmarking the performance of the organization and for measuring improvement going forward.
Call center reporting generally consists of the gathering and dissemination of data from customer interactions- whether they be calls, chats, or emails. This may take the form of recording and review of associate-customer contacts. It can also encompass the collection and aggregation […]
By backoffice|2018-02-28T02:13:56+00:00February 28th, 2018|Categories: Call center QA|Comments Off on Call center QA can be upgraded with call monitoring
Why call center QA is important Quality assurance is the backbone of an efficient and high functioning call center. Without call center QA, an organization cannot measure its performance or track improvements. Essentially, operating a call center without a robust quality assurance program is operating blind.
The essence of call center QA is ensuring that agents are providing exceptional customer service. In order to do this, agent interactions with customers are monitored and scored. There can be many different […]
By backoffice|2018-02-23T02:43:41+00:00February 23rd, 2018|Categories: Quality Monitoring|Comments Off on Quality monitoring metrics- how call monitoring can help
Call center quality monitoring Call center quality monitoring is a crucial aspect of running a successful customer contact center. To ensure that your customers receive the best possible service, it is necessary to be able to measure and benchmark performance in certain critical areas.
With an inbound or outbound call center, this is usually achieved through the implementation of a call center monitoring software solution. This can help management gather data and make more accurate measurements and decisions.
What does call center monitoring software do? Call center monitoring software is a crucial part of ensuring quality in a contact center. In fact, most people think of call monitoring solely as a quality tool. However, it can also have a host of other benefits as well. In addition to facilitating the recording and review of customer interactions, monitoring software can help drive associate performance and improve training.
The data gathered from call monitoring and call reporting can help […]
By backoffice|2018-02-15T10:01:24+00:00February 15th, 2018|Categories: Call monitoring software|Comments Off on Does call monitoring software impact associate performance?
About call monitoring software Call monitoring software is an essential tool for most inbound and outbound contact centers. If you employ associates that interface directly with customers as their primary responsibility, you will want to ensure that you have an appropriate call monitoring software solution in place.
Call monitoring software records and facilitates the review of associate/customer interactions. It allows for “scoring” of associate performance, identification of issues or training needs, and empirical performance management. It can also be […]
About call center reporting Call center reporting is one of the most talked about tools in contact center management. But what does it really mean? There are so many different variations and definitions, it can be difficult to understand the details- and the benefits.
At the most basic level, call center reporting is the collection and distribution of data gathered from customer interactions. This often takes the form of recorded or reviewed calls, chats, and emails. The data gathered from […]