Call Recording Archives

Jul25
Analyzing performance for home-based employees
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...
Sep 1
No Call Monitoring? Don’t Let this Happen!
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
Aug21
QA Form 101: Guidelines
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
Aug19
Quality Form 101
I remember starting out as one of the first QA professionals in a call center in my early years.  It was nerve racking because I didn’t know a thing about how to monitor calls.  To top it all off, I... Continue Reading
Jun21
Monitoring Behaviors: An evolution in QA forms
Customer experience is now the focus of many organizations.  The call center is the front line in any business, whether it starts from offering a product, once it has been bought and goes on while the customer is still loyal.... Continue Reading
May25
Choosing a QA Monitoring Solution
Call monitoring software is always something great to have.  Most if not all recording software have the basic features of audio and screen capture plus the ability to evaluate calls and quality assurance reporting. But, which one is the best? ... Continue Reading
 


Quality Monitoring is Evolving
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Call Recording Archives

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