Welcome to Call Recording, Analytics and Quality Assurance for Call Centers
Welcome to our new blog. Many call center managers are still challenged with having the right number of agents, with the right skills, ensuring that calls are handled in compliance with regulations and policies, while also delivering great customer service. This blog tries to help by providing practical information, tips and best practices on how to use call recording, quality monitoring and agent metrics to achieve better utilization of resources, better cost management and improved service levels.
Please let us know what you think or if you have questions or ideas for future blog posts.
The Monet Software Team
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