New Approaches to Call Quality Monitoring Feedback.
The philosophy behind call quality monitoring feedback has changed over the last few years In the past, the process was one-way (supervisor giving feedback to agent) and was consequently often viewed as punitive by the agent The approach has changed due to the involvement of Quality Assurance,[...]
What A Simple Call Recording Can Tell About Sales
Every day large businesses are flooded with calls from customers and potential customers These people calling in frequently want to know about the products they are considering buying They usually either have a question or a complaint about the product The company has a choice at this point to use[...]
Evaluating & Improving Customer Experience – 2014 and Beyond
Customer experience is the subjective perception, or opinion, that someone has based on any direct or indirect contact with a company This can include the service they receive over the phone, if shipments arrive in time, the packaging that the item comes in, features, the advertising to support the[...]
5 Reasons Why You Need Customer Service Analysis
What’s the most important component of your business It’s not the equipment or even the products--it’s actually the customer You can replace or upgrade a product and equipment but keeping clients interested in your company is crucial Once they leave, it takes time and money to get[...]
Ask Your Customer Service Teams These 14 Questions in 2014
Make sure your business is starting the New Year off right I found this article on Business 2 Community and want to share Ask your customer service teams, and call center agents, these 14 questions and you'll be prepared to and on your way to deliver an exceptional customer experience, every[...]
Get Buy-in And Keep Score With Call Center Monitoring
It’s nearly impossible to know just how your call center reps are doing unless you monitor and analyze your incoming calls The best call center monitoring is your basis for knowing what you need to tweak, improve or generally clean house in your call center operation The resulting data is[...]
Building Better BI Using Call Monitoring for Customer Service Analysis
One of the many benefits of call monitoring is the ability for customer service analysis Finding out how your customers are treated, how they react to special services, and how well your staff handles customer complaints are all detrimental to your business’s success Building usable[...]
How To Constructively Use Call Recording
Using call recording is important to make sure that the quality of all calls going through is maintained Businesses rely on maintaining a quality relationship with their customers that they speak with over the phone, and that is why they need to look at recording those calls BBC News has reported[...]
Ways To Improve Your Call Quality Monitoring
Anyone who has been tasked with running a call center knows the importance of monitoring the quality of the calls that are being processed in that center They understand that the quality of the call that is received by those who are on the other end of the line is important to maintaining a level[...]