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Scorecard Template: Improve CX With a Call Center Scorecard

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...

10 Customer Service Phone Etiquette Tips to Keep Callers Happy

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...

Call Center Call Calibration – The Complete Guide

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...
Remote Call Center Quality Assurance and Coaching

Remote Call Center Quality Assurance and Coaching

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...
8 Customer Service Metrics That Will Improve Your Bottom Line

8 Customer Service Metrics That Will Improve Your Bottom Line

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...
101 Call Monitoring Parameters for Quality and Coaching

101 Call Monitoring Parameters for Quality and Coaching

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...
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