CallCenterScript: Call Monitoring Archives

Call Monitoring Archives

Jul25	Analyzing performance for home-based employees Michael Moser July 25, 2007 Know More: Call Center Technology, Call Monitoring, Call Recording, Quality Assurance, Work From Home Many call center reps work from home, but how do their managers supervise and evaluate them? Here are some more ideas from Eyal Rudnik of NICE Systems, the maker of NICE Perform software, which can be especially helpful for monitoring... Posted at 12:32 PM \| Permalink \| Comments
Jul 3	Is it obvious why customers keep calling back? Michael Moser July 3, 2007 Rob McDougall, president of Upstream Works, a call center solution company that is focused on providing measurement solutions for call centers that want to do better at "first call resolution," gives five reasons why issues don't get fixed the first... Continue Reading Posted at 1:03 AM \| Permalink \| Comments
Dec29	Precision Monitoring: Implementation 'Jam' Mayer December 29, 2006 I’ve discussed the possibilities of Precision Monitoring in your center. I’m certain that you’ve come up with more objectives and criteria to start implementing this. This is the next step in the process.If you have the luxury of spending money,... Continue Reading Posted at 2:49 AM \| Permalink \| Comments
Dec16	Precision Monitoring: A Different Perspective when Listening to Calls 'Jam' Mayer December 16, 2006 Listening to agents take or make calls is traditional in a call center. This is called Agent Performance Monitoring. Quality forms are made to check compliance, specifically what agents did or didn’t do during the call. Though there has been... Continue Reading Posted at 1:47 AM \| Permalink \| Comments
Sep 1	No Call Monitoring? Don’t Let this Happen! 'Jam' Mayer September 1, 2006 I can’t believe a company has a center that doesn’t even have a call monitoring process in place! This is the first time I’ve ever heard of such a thing and it’s even a financial company. I was sifting through... Continue Reading Posted at 4:19 PM \| Permalink \| Comments
Aug21	QA Form 101: Guidelines 'Jam' Mayer August 21, 2006 Previously, we talked on how to start your own QA form from scratch. Once you have your items in place, the job isn’t over yet. Here is where the meat comes from and could make or break your QA form.... Continue Reading Posted at 4:01 PM \| Permalink \| Comments
	Quality Form 101 Qualities & Skills of a QA Evaluator Monitoring Behaviors: An evolution in QA forms QA Feedback: Don’t Fear It! Choosing a QA Monitoring Solution Quality Monitoring is Evolving Listening Beyond the Form: Audio Quality Listening Beyond the Form: AHT Call Analytics: Software vs. Manpower Listening Beyond the Form: Intro Complaints: Is it Really the Accent? Automated Call Center Anger Management Indian Slave Ships? More on Calibrated Call Monitoring Calibrated Call Monitoring

Call Monitoring Archives

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