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 Jacinda Santora | Jun 6, 2021 | Call Monitoring, Contact Centers, Customer Service
If you want your call center to provide the best possible service (and why wouldn’t you?), quality assurance is the best way to make that happen. QA is a very important component of customer satisfaction across industries. But, while some things are easy to...
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 Josh | Mar 11, 2020 | Call Monitoring, Contact Centers, Customer Service, Metrics
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qUDBV8U3uLEXa9VPx.mp3 Measuring Customer Service Performance Alright, so you’re responsible for customer service in the call center. You’ve moved up the company ladder and upper...
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 Kevin Payne | May 11, 2018 | Company Alignment
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qTuXDYeLY1fT09HV4.mp3 Ninety-percent of today’s shoppers expect a seamless customer experience across multiple channels and devices. It’s no longer enough for businesses to provide chat, call,...
by Jacinda Santora | Apr 3, 2018 | Call Monitoring, Contact Centers
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qTbGmol5UgYNc3dZZ.mp3 Customer service can make or break your business. In fact, the 2017 Microsoft State of Customer Service report found that a staggering 96% of consumers worldwide indicate...
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...
![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...
