Automated Quality Monitoring

Archive for Automated Quality Monitoring

Hidden Costs of Manual Call Monitoring

Call quality monitoring and assurance in the call center are essential in today’s business environment Accessing and analyzing the voice of the customer is standard practice in order to meet the growing needs of the customer base But if your contact center managers are still manually[...]

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How to Identify Reasons Behind Customer Churn

Customer churn is a big concern for most companies And with good reason Studies show that customer churn costs businesses $16 trillion dollars annually, and the cost of gaining a new customer is five times higher than keeping a current one There are various reasons behind customer churn, but[...]

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Managing Contact Center Agents During COVID-19

Last week, we discussed how the COVID-19 pandemic has impacted the customer experience, and we briefly addressed its effect on contact centers In this article, we take a closer look at how contact center agents are adjusting to meet customer expectations More specifically, we will discuss how to[...]

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5 Ways to Improve Call Center Agent Performance

Your contact center agents carry the huge responsibility of representing your business and your brand Not only are they at the front lines of handling customer questions, requests, and problems, but how they conduct themselves directly impacts the customer experience That impression can determine[...]

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