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 […]

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 […]

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 […]

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 […]

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. […]

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 […]

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 […]

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 […]

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 […]