How many calls do you monitor per agent per month? Have you heard the statistic that “world class” contact centers monitor 5-10 calls a month? Have you ever had an agent tell you that it is not fair ...
Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...
The first part of this article appeared in July issue of the O+F CONTACT CENTER ADVISOR, a sister e-newsletter published monthly. Part one focused on the call monitoring form. Here, we’ll discuss the ...
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