by Josh | Mar 11, 2020 | Call Monitoring, Contact Centers, Customer Service, Metrics
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 management has placed their faith in you. You’ve got a lot on your plate – managing quality...
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 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 | 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...
by Kevin Payne | Dec 8, 2017 | Uncategorized
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 far and wide for the...
