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 | Mar 2, 2018 | 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 | 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
1876 March 10 First Phone Call Alexander Graham Bell made the first phone call on March 10, 1876. The first words spoken were to his assistant: “Watson — come here — I want to see you” 1950s Mid 1950’s Computer-Based Call Answering In the mid-1950’s...
