Blog2019-07-21T19:42:16+00:00
1503, 2018

Call center QA best practices implemented in your organization

By |March 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 services Scottsdale AZ 300x200 - Call center QA best practices implemented in your organizationCall 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 […]

703, 2018

Quality monitoring: standardizing call center

By |March 7th, 2018|Categories: Quality Monitoring|Comments Off on Quality monitoring: standardizing call center

Call center quality monitoring
Quality Monitoring 300x217 - Quality monitoring: standardizing call centerCall 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 […]

603, 2018

Call monitoring software for quality assurance

By |March 6th, 2018|Categories: Call monitoring software|Comments Off on Call monitoring software for quality assurance

What is call monitoring software?
Call monitoring software for quality assurance 300x250 - Call monitoring software for quality assuranceCall 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 […]

203, 2018

Call center reporting- how it can improve performance

By |March 2nd, 2018|Categories: Call center reporting|Comments Off on Call center reporting- how it can improve performance

About Call center reporting
Call Center Reporting 300x200 - Call center reporting- how it can improve performanceCall 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 […]

2802, 2018

Call center QA can be upgraded with call monitoring

By |February 28th, 2018|Categories: Call center QA|Comments Off on Call center QA can be upgraded with call monitoring

Why call center QA is important
call center QA 2.27 300x300 - Call center QA can be upgraded with call monitoringQuality 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 […]

2302, 2018

Quality monitoring metrics- how call monitoring can help

By |February 23rd, 2018|Categories: Quality Monitoring|Comments Off on Quality monitoring metrics- how call monitoring can help

Call center quality monitoring
Quality Control 300x300 - Quality monitoring metrics- how call monitoring can helpCall 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.

Metrics to measure
There […]

2302, 2018

Call center monitoring software for employee management

By |February 23rd, 2018|Categories: Call monitoring software|Comments Off on Call center monitoring software for employee management

What does call center monitoring software do?
Call Center Monitoring Software for employee management 300x200 - Call center monitoring software for employee managementCall 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 […]

1502, 2018

Does call monitoring software impact associate performance?

By |February 15th, 2018|Categories: Call monitoring software|Comments Off on Does call monitoring software impact associate performance?

About call monitoring software
Does Call Center Monitoring effect performance 300x200 - Does call monitoring software impact associate performance?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 […]

1402, 2018

Call center reporting: Why it’s important

By |February 14th, 2018|Categories: Call center reporting|Comments Off on Call center reporting: Why it’s important

About call center reporting
Call Center Reporting 300x200 - Call center reporting: Why it’s importantCall 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 […]

702, 2018

Free month of services of Evaluate Quality

By |February 7th, 2018|Categories: Company News|Comments Off on Free month of services of Evaluate Quality

Free month of services of Evaluate Quality

a Free month of services is currently being offered by Sage Advantage. Sign up for the demonstration, then you can get the free month of services of Evaluate Quality for your call center.

Free month of services from Evaluate Quality by Sage AdvantageSage Advantage has new offerings called Evaluate Quality™. This software- affordable for all sized businesses can be tested in a free demonstration. Contact Sage Advantage or Evaluate Quality to […]