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Call Monitoring Archives
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Jul25
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Jul 3
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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...
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Dec29
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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,...
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Dec16
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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...
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Sep 1
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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...
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Aug21
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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....
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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 |
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