by Curtis Brown | Jun 9, 2021 | Call Monitoring, Quality Assurance
Your search for the best quality assurance software for your call center can get overwhelming, fast. At Voxjar we hear this from potential customers all the time. Between word of mouth, existing vendor solutions, and searching through Google with a magnifying glass it...
by Curtis Brown | Apr 10, 2020 | Call Monitoring, Coaching, Contact Centers
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qUYFvBWN9CmJpii7P.mp3 Well, here we are. Due to the coronavirus (COVID-19) we’re experiencing mass adoption of work-from-home technology and processes. Whether this is the new normal or not, we...
by Curtis Brown | Mar 22, 2019 | Call Monitoring
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qU6PIE_gDTDhL1rnQ.mp3 Call monitoring forms and call quality scorecards are the go-to tools in phone-based businesses for measuring employee performance, discovering compliance issues, and...
by Curtis Brown | May 22, 2018 | Call Monitoring, Contact Centers
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qU0SvgkS1KfVPP3gJ.mp3 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...
by Curtis Brown | Jan 11, 2018 | Contact Centers, FCR, Metrics
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qK8VxgIMojUP5zR68.mp3 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...
