Analytics, call center association, Quality management and Training

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 call resolution is a measure of customer effort and issue resolution that impacts the CSAT score—customers who have their issues resolved quickly and efficiently are more satisfied with their experience. Example #3: Call center KPIs for automotive businesses. Beyond the basics: advanced call center KPIs.

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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