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What are the 3 Contact Center Quality Monitoring Mistakes That Are Causing Problems For Your Team Members?

Dec 29, 2020 Shawndra Tobias What are the 3 Contact Center Quality Monitoring Mistakes That Are Causing Problems For Your Team Members?

Having a contact center quality assurance (QA) program is crucial if your business is scaling fast and wants to continue to deliver a consistent, remarkable…

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Why is Contact Center Quality Monitoring Crucial for Your Business?

Nov 09, 2020 Jim Iyoob Why is Contact Center Quality Monitoring Crucial for Your Business?

When it comes to contact center quality assurance, there are several reasons you should implement a strategy and stop just checking boxes. The 9 reasons…

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What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Oct 16, 2020 Ashwini Kumar What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions…

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4 Golden Contact Center Quality Monitoring Trends of All Time

Jul 31, 2020 Shawndra Tobias 4 Golden Contact Center Quality Monitoring Trends of All Time

When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two challenges that they…

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Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?

Jun 30, 2020 Jim Iyoob Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?

Whether you’ve utilized a contact center for your business needs, contacted one as a customer, or worked as a contact center team member, you have…

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The Top 5 Contact Center Trends for 2019

May 01, 2019 Shawndra Tobias The Top 5 Contact Center Trends for 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once…

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How to Run an Effective Quality Monitoring Program

Oct 24, 2017 Jim Iyoob How to Run an Effective Quality Monitoring Program

Customers expect superior customer service with each contact. As a company, you cannot offer quality customer service without a plan to measure and monitor the…

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Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Jan 11, 2017 Jim Iyoob Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Contact center reliability in terms of delivering the value promised to customers depends largely on the performance of individual employees. Thus, in order to ensure…

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