Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live Calls help you Win the Game Today. Recorded Calls help you Have a Great Season.

Quality management 52

Quality management Call Center Management Coaching 52

Fonolo

NOVEMBER 10, 2020

“When looking back at it, we really only had about 10 days to get all the hundreds of our call center associates home. All the managers and executives that for years pushed back on moving to the cloud found themselves in a really tough place.” This applies to both CX management and measurement.

Contact Center 135

Contact Center Consulting Consulting call center association 135

Expivia

MAY 9, 2021

Well-managed customer expectations. 11 Steps to Master Call Quality Monitoring. Whether you’re building a contact center or you’re running an established call center, you need call quality monitoring. Invest in a Speech Analytics Software. Speech Analytics is an invaluable tool for call centers.

Call Center 98

Call Center Education call center association Analytics 98

Expivia

MAY 13, 2021

Well-managed customer expectations. 10 Steps to Master Call Quality Monitoring. Whether you’re building a contact center or you’re running an established call center, you need call quality monitoring. Invest in a Speech Analytics Software. Speech Analytics is an invaluable tool for call centers.

Call Center 52

Call Center Education call center association Analytics 52