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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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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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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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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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How to Build an Ideal Call Center Quality Monitoring Scorecard?

Apr 29, 2020 Jim Iyoob How to Build an Ideal Call Center Quality Monitoring Scorecard?

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…

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Tips To Improve Quality Monitoring

Apr 02, 2019 Shawndra Tobias Tips To Improve Quality Monitoring

We monitor calls to ensure that minimum quality standards are achieved.  However, call monitoring is not only for identifying problems and agent opportunities but also…

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3 Principles of Quality Monitoring

Apr 25, 2018 Jim Iyoob 3 Principles of Quality Monitoring

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…

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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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3 Ways Call Center Quality Improves With Artificial Intelligence

Jan 06, 2018 Jim Iyoob 3 Ways Call Center Quality Improves With Artificial Intelligence

The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier…

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Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?

Nov 14, 2017 Jim Iyoob Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?

Spreadsheets are the traditional method of maintaining data in a call center. However, inconvenient issues can arise when supervisors need to transfer data from a…

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