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
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious