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How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

Dec 28, 2020 Jim Iyoob How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the…

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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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Selecting the Right Quality Monitoring Solution Can Vastly Improve Customer Satisfaction Rates

Jan 10, 2019 Jim Iyoob Selecting the Right Quality Monitoring Solution Can Vastly Improve Customer Satisfaction Rates

If you’re in need of a solid strategy to boost your customer satisfaction rates, one of the best ways to do so is with a…

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How does Contact Center Quality Assurance Improve With Speech Analytics?

Dec 05, 2018 Shawndra Tobias How does Contact Center Quality Assurance Improve With Speech Analytics?

At the point when customers achieve your contact focus, they need a situation that addresses their issues, settle their worries, and builds up the trust…

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How to Maintain Policy and Procedures for Effective Quality Analysis

Jan 17, 2018 Jim Iyoob How to Maintain Policy and Procedures for Effective Quality Analysis

Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service.  Thus, monitoring is essential to keep…

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4 Ideas to Reduce Customer Complaints

Sep 05, 2017 Jim Iyoob 4 Ideas to Reduce Customer Complaints

If you’ve worked in a call center long enough, you’ll learn that customer complaints are among the least enjoyable to take. While complaints are simply…

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How to Improve Quality Assurance with Analytics?

Apr 25, 2017 Jim Iyoob How to Improve Quality Assurance with Analytics?

Although there is more than one way to analyze the performance quality of your call center, they are not all equal in accuracy and usefulness….

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Can Contact Center Quality Assurance Be Improved Through Speech Analytics?

Feb 22, 2017 Matt Rocco Can Contact Center Quality Assurance Be Improved Through Speech Analytics?

When customers reach your contact center they need to have an experience that meets their needs, resolves their concerns, and establishes the trust required for…

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How to Improve Customer Experience Through Effective Quality Monitoring

Feb 08, 2017 Matt Rocco How to Improve Customer Experience Through Effective Quality Monitoring

Companies are always looking for effective and cost-efficient ways to improve their bottom line, and one of the best ways to do that is by…

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5 Steps to Increase Efficiency and Effectiveness in Your Quality Monitoring System

Oct 28, 2016 Shawndra Tobias 5 Steps to Increase Efficiency and Effectiveness in Your Quality Monitoring System

When quality monitoring for a call center is only focused on problem detection and resolution, it falls short of its full potential. A methodology that…

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