Quality Assurance

Archive for Quality Assurance

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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angry customer yelling on phone to answer the question what is overtalk

What is Overtalk And Why Your Agents Should Avoid It

What is Overtalk and Why Should You Care Overtalk during agent-customer conversations happens a lot more often than you might think What is overtalk Put simply, an overtalk event happens when both parties speak at the same time While overtalk is an inevitable, and often natural, part of any[...]

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man putting on headset in front of computer ready for customer support call

Speech Analytics: Not Just for Contact Centers

Speech analytics solutions are valuable quality monitoring tools because they provide insights into contact center performance But what if your company doesn’t have a designated contact center Can you still benefit from speech analytics Absolutely! Speech analytics can be used by any[...]

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What is SaaS Vs. MSaaS: Key Differences & Benefits

What is SaaS In Brief In a previous blog, we shared five tips on finding a SaaS solution that is right for your business The article provides a full definition and examples of SaaS solutions And one of those tips strongly suggests that you choose a Managed SaaS solution (MSaaS) over a[...]

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Which Contact Center Metrics Should You Track?

What Are Contact Center Metrics If you understand the importance of the customer experience, you know that contact centers play a vital role in a company’s success Conversations with agents are often the first contact a customer has with a company; therefore, agent interactions play a huge[...]

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Why Call Center Training is Costing You a Fortune

Are you tired of spending a ton of money on call center training Do you find that the more you spend on training materials and hiring new staff, your agents still fall behind We're here to tell you why, and what to do about it Time is Money In our previous blog post, we discussed the[...]

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