Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?
Jun 30, 2020 Jim Iyoob
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…
Learn More...How to Build an Ideal Call Center Quality Monitoring Scorecard?
Apr 29, 2020 Jim Iyoob
It’s crucial for call centers and QA managers to understand the Importance of using a call center QA scorecard. With a successful call center monitoring…
Learn More...The Top 5 Contact Center Trends for 2019
May 01, 2019 Shawndra Tobias
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…
Learn More...3 Principles of Quality Monitoring
Apr 25, 2018 Jim Iyoob
In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to…
Learn More...5 Things You Can Do to Become a Great Leader in the Contact Center
Jan 22, 2018 Jim Iyoob
Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader…
Learn More...The Multi-Channel Contact Center: More than Just Incoming Calls
Sep 15, 2017 Patrick Reynolds
Customers have a variety of ways in which they can communicate with businesses and organizations today, and it is no longer appropriate to handle all…
Learn More...CALL CENTER METRICS: What are they and how do we measure them?
Aug 02, 2017 Matt Rocco
In the Call Center or Contact center world, there are a number of details that we monitor that help us to know how we’re doing. …
Learn More...Continuous Process Improvement: A Part of a Call Center’s DNA
Jun 26, 2017 Jim Iyoob
No matter what industry your call center is in continuous process improvement, a method of continually redesigning business protocols for increased efficiency is a vital…
Learn More...Why Do Leaders Require Vision to Drive Success?
Jun 02, 2017 Matt Rocco
Have you ever noticed how the word “boss” is often used in a negative context? Very rarely do people use the word in praise; rather,…
Learn More...How to Find Effective Leaders
May 19, 2017 Shawndra Tobias
While it’s great to have effective leaders now, call centers should be sure they’re looking toward the future for their next equally effective leaders. As…
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