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Three Steps to More Effective Quality Management

Monet Software

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?

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

Expivia

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. If an associate is not using a proper greeting, disclosure, upsell, or close we need to fix that right away.

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Reframing the Role of the Call Center Agent

Serenova

They’re responsible for taking customer support calls, supporting outbound campaigns, staying up to date on the company’s offerings and cross-selling/upselling. CxEngage Quality Management. However, there are a few core tenants of their job that remain consistent. Taking Customer Support Calls.

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How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs.

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The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed

Verint

What’s more, traditional quality programs don’t provide organizations with the responsiveness needed to affect change.

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Reframing the Role of the Call Center Agent

Serenova

They’re responsible for taking customer support calls, supporting outbound campaigns, staying up to date on the company’s offerings and cross-selling/upselling. CxEngage Quality Management. However, there are a few core tenants of their job that remain consistent. Taking Customer Support Calls.

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CREATING CREDIT UNION MEMBERS FOR LIFE

Enghouse Interactive

The goal is to not have members repeating themselves every time they interact with your company.Not only does the 360 degree view allow for easier service but it also allows you to anticipate members needs, and then upsell. Use journey analytics to drive better experiences. What are journey analytics? Read the full study here.