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 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,...
