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,...
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...
