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...
by Kevin Payne | Dec 8, 2017 | Uncategorized
Listen to this post https://voxjar.com/wp-content/uploads/2020/04/full_-M4qTKiakMmDzTZGNpf2.mp3 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...
