quality-monitoring 
The Northridge Group
AUGUST 23, 2022
While Quality Monitoring solutions can help associates improve their performance, internal contact center monitoring efforts are often ineffective because contact center managers lack the time and resources to evaluate customer needs, associate performance, and opportunities to enhance customer experience. A Success Story.
Myra Golden Media
JULY 12, 2019
The employee was referring to the point distribution on her quality monitoring form versus Tammy’s points. Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way.
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The Northridge Group
NOVEMBER 9, 2022
This is where quality monitoring (QM) comes in. A robust QM program uses listening, screen monitoring, and advanced data analytics to identify both issues faced by individual associates, as well as larger, systemic issues contributing to an undesirable CX. Connect with a Quality Monitoring Expert.
The Northridge Group
SEPTEMBER 13, 2023
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Monitoring calls for trends and KPIs in real-time.
Fonolo
JULY 5, 2022
Steve Jobs once said, “Be a yardstick of quality. ” That first sentence is a home run for call center quality monitoring. Your first step to meeting them is through call center quality monitoring. Your first step to meeting them is through call center quality monitoring. Speaking speed.
Contact Center Pipeline
MARCH 28, 2023
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Monitoring calls for trends and KPIs in real-time.
Speaker: Rana Gujral, CEO at Behavioral Signals
Traditional call quality monitoring lacks the automation needed to perform at scale across all calls. How Behavioral AI can have an impact on the quality of customer conversations with a measurable increase of 20% in actual outcomes. But are your contact center practices able to grow with a customer’s experience?
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
But Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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