CallCenterScript: Call Recording Archives

Call Recording 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 Work From Home Jobs 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
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
Aug19	Quality Form 101 'Jam' Mayer August 19, 2006 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 Posted at 5:33 PM \| Permalink \| Comments
Jun21	Monitoring Behaviors: An evolution in QA forms 'Jam' Mayer June 21, 2006 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 Posted at 5:00 AM \| Permalink \| Comments
May25	Choosing a QA Monitoring Solution 'Jam' Mayer May 25, 2006 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 Posted at 12:16 PM \| Permalink \| Comments
	Quality Monitoring is Evolving Call Analytics: Software vs. Manpower Digital Call Recording More on Calibrated Call Monitoring

Call Recording Archives

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