Best of Quality Monitoring in 2014
Call recording with integrated quality monitoring offers a valuable reference tool for determining which agents are doing well, which are missing key components of their customer interaction, and which need additional training. If you missed any of these 2014 posts about quality monitoring, here’s another chance to review them.
Screen recording, which captures both audio and video of each agent’s desktop, isn’t as widely used as call recording alone – but more contact centers are discovering the efficiency improvements and quality monitoring benefits that can be derived from this technology.
Contact center quality monitoring begins with establishing goals, then creating a plan for achieving them.
The objective of boosting contact center performance is an ongoing one. While you may have weekly or monthly meetings with agents and managers to explore what is working and what needs attention, these are issues that should be part of your focus every working day.
Find out more about what makes an effective quality monitoring scorecard.
There are plenty of blogs and whitepapers delving into the benefits of quality monitoring and its challenges, but few seem interested in clarifying the term before diving into their talking points.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is