Top 5 Call Recording Blog Posts of 2013
Since so many news organizations and websites are doing “year-in-review” reflections, we’ve taken a look back at five of the most popular call recording blogs published on our site in 2013. If you missed them the first time around, here’s another chance to incorporate these valuable tips into your call center strategy.
An automated workforce management solution generates a wide range of important metrics to help call centers manage performance. These are the ones that should be on every manager’s priority list.
Setting quality assurance goals and meeting them are two different things. Here are some proven ideas for achieving your QA objectives.
There are laws and restrictions governing recorded calls, from industry regulations to federal and state laws. Find out more about these regulations, and how call recordings can (and should) be used.
What is the difference between quantitative and qualitative performance metrics, and how do they impact the customer service quality of your call center? This blog delves into that topic, as well as the tools that help to track this important data.
Find out why call quality scoring is a significant component in quality management, and which elements of a customer call should be specified for review on a scorecard. To learn even more, please check out our call recording and quality monitoring resource page for whitepapers and best practices.
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