by Mike Wille | 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 Kevin Payne | May 11, 2018 | Company Alignment
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, email, mobile, and in-store marketing initiatives. Today, all these things need to work together...
by Jacinda Santora | Apr 3, 2018 | Call Monitoring, Contact Centers
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 that customer service is the defining factor for them when it comes to brand choice and loyalty,...
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 Mike Wille | 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 Mike Wille | 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...
by Mike Wille | Dec 8, 2017 | Uncategorized
Image from HubSpot Marketers have gone through a vast array of material to brush up their knowledge on how to best communicate a brand’s value. They’ve spent thousands, sometimes even millions, on campaigns that build brand equity and drive conversions, and searched...
