9 Call Monitoring Strategies Your Contact Center Isn’t Using (But Should)
Call Monitoring Benefits Call monitoring is a staple of quality assurance in today’s contact center QA Managers typically monitor calls to evaluate agent performance and improve training techniques A high percentage of agents continue to work from home to slow the spread of COVID-19, which[...]
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[...]
How to Manage Compliance in the Contact Center Using Speech Analytics
Why Manage Compliance Compliance management is the process by which businesses and managers ensure compliance with certain laws and regulations When you call a business and hear, "This call may be recorded for quality purposes," that’s typically because that business is trying to manage[...]
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[...]
3 Ways Monitoring Calls Can Improve Customer Service in a Time of Crisis
Importance of Monitoring Calls As the current pandemic continues to affect both people and businesses, monitoring calls for quality assurance is more important than ever Contact centers and customer service teams are seeing a dramatic increase in complaints, requests, and other interactions A[...]
5 Ways to Engage & Motivate Contact Center Agents with Scorecards
As contact center agents are now required to work from home, agents and managers are met with the same work-from-home challenges as everyone else One of those challenges is figuring out new ways to keep agents engaged But QA managers were dealing with agent engagement concerns before COVID-19[...]
9 Reasons to Teach Proper Phone Etiquette to Call Center Agents
Phone Etiquette 101 Studies show that when contacting a business, most people prefer to use the phone over other means of communication But all too often the person on the other end doesn’t exactly meet our expectations This is especially true of younger generations that hardly use phones in[...]
Compliance Risk Management from a Distance with Automated Quality Management (AQM)
When Bob Dylan wrote “The times, they are a-changin’,” it’s hard to say if he ever suspected they would change this much Because of the COVID-19 pandemic and social distancing, most business transactions must occur online or over the phone Customer service is more important than ever due[...]
As You Move Your Call Agents to WFH Settings, Read This
Live voice conversations are a critical component of a contact center’s role in providing exceptional customer service Now more than ever, customer care and delivering optimal customer journeys are highly relevant Companies are moving all agents and employees to remote work from home (WFH)[...]