by Curtis Brown | Mar 22, 2019 | Call Monitoring
Call monitoring forms and call quality scorecards are the go-to tools in phone-based businesses for measuring employee performance, discovering compliance issues, and gaining a deeper understanding of customers. When used correctly, call evaluations bring transparency...
by Curtis Brown | May 22, 2018 | Call Monitoring, Contact Centers
You can’t improve what you don’t measure. That’s why choosing the right call monitoring parameters to track call quality and measure rep performance needs to be a top priority. When you experiment with different metrics and track improvement over...
by Curtis Brown | Jan 11, 2018 | Contact Centers, FCR, Metrics
First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. As the name suggests, a First Call Resolution is a call that gets resolved by the support rep on the first call. Despite the importance of tracking FCR,...
![The History of Call Centers [Timeline]](https://voxjar.com/wp-content/uploads/2018/05/Call-Center-History-Timeline-Feature.svg)
by Curtis Brown | Dec 20, 2017 | Uncategorized
TimelineJanuary 25Global ExpansionOutsourced call centers became more and more prominent as technology and costs continued to improve. The 1990’s and 2000’s saw an enormous shift of call center work overseas to developing countries who could compete for far more...
