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call center association

Contact Center

Quality management

Call Center Monitoring…Should you use Live Calls or Recorded Calls for Quality Management?

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. One of the AWESOME tools that have come along to help us has been advanced speech analytics.

Quality management

Quality management Call Center Management Coaching

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

First contact resolution (sometimes called first call resolution) is a KPI that measures how frequently a customer’s question or concern is resolved the very first time they contact you. That’s why it’s important to measure this as an average across all calls. Average abandonment rate.

Call Center

Call Center Metrics Average Handle Time Abandon rate

Customer Contact Central

Call Center Monitoring…Should you use Live Calls or Recorded Calls for Quality Management?

KPIs for call centers: 8 critical metrics to track

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