by Jacinda Santora | Aug 15, 2021 | Call Monitoring, Contact Centers, Customer Service, Quality Assurance
If you work in a call center, you know that providing the best customer service and support is vital. You already know that bad customer service can cost your company money. In fact, according to Accenture, poor customer service has resulted in company losses of $1.6...
by Jacinda Santora | Jun 27, 2021 | Contact Centers, Customer Service
Customer service phone etiquette is vital for presenting your business in the best light. And it goes well beyond simply picking up the phone and saying “Hello” with a smile on your face. In this article, we’ll share everything you need to know about...
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...
