August 15, 2021
Scorecard Template: Improve CX With a Call Center Scorecard

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 trillion in the United States alone. Tracking and grading customer […]

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June 27, 2021
10 Customer Service Phone Etiquette Tips to Keep Callers Happy

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 customer service phone etiquette — what it is, why it's important, […]

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June 9, 2021
The Top 7 Call Center Quality Assurance Software Solutions

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 can be tough to know who to trust. While Voxjar offers an […]

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June 6, 2021
Call Center Call Calibration - The Complete Guide

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 rate, what do you do about more subjective things like customer […]

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April 10, 2020
Remote Call Center Quality Assurance and Coaching

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 still need to adapt for the coming weeks and possibly months. We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call […]

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March 11, 2020
8 Customer Service Metrics That Will Improve Your Bottom Line

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 assurance via call recording and monitoring. You’re hiring and training new agents all the time. […]

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March 22, 2019
How to Craft the Best Call Monitoring Forms (+ Free Template)

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 into the conversations that your reps are having with customers. They also promote high-quality interactions with your brand by setting […]

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May 22, 2018
101 Call Monitoring Parameters for Quality and Coaching

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 time, you set yourself up for success. With the right data, you can grow revenue through agent […]

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April 3, 2018
4 Best Practices for Call Center QA to Optimize Customer Experience

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, making call center quality assurance mandatory to optimize customer experience. The role of […]

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January 11, 2018
How Important is First Call Resolution for SMB Contact Centers?

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 that gets resolved by the support rep on the first call. Despite the importance of tracking FCR, small and midsize contact centers are often at a […]

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