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 ...

Consider supplementing the standard analytics with call center quality monitoring tools, which can give you deeper insights into the nature of agent conversations. When used well, these tools can ...

Call center quality assurance programs ensure that your ... again to get a satisfactory answer or resolution of a problem. By monitoring repeat calls from the same number, quality assurance ...

Objectivity. The success of a call center quality monitoring initiative hinges largely on how accepting agents are of it. Should agents sense any favoritism and subjectivity in the rating of calls and ...

will implement its contact center quality monitoring solution. DaimlerChrysler CAC will use the Witness Systems software to help provide superior quality-driven customer service to its many ...

This flexibility boosts employee satisfaction but creates a big problem: how do you maintain call center quality monitoring when your agents are scattered across cities or countries? If you’re ...

When used independently, both speech analytics and human-assisted quality monitoring are effective approaches for assessing customer experience and contact center issues. However, when they are ...