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

Quality management 52

Quality management Call Center Management Coaching 52

Expivia

MAY 9, 2021

However, call quality monitoring isn’t a one-and-done thing. If you truly want to do QA (quality assurance) right, you need to keep looking for the latest trends and best practices. Learn about call quality monitoring best practices to ensure your contact center’s success. What Is Quality Monitoring in a Call Center?

Call Center 98

Call Center Education call center association Analytics 98

Expivia

MAY 13, 2021

However, call quality monitoring isn’t a one-and-done thing. . If you truly want to do QA (quality assurance) right, you need to keep looking for the latest trends and best practices. Learn about call quality monitoring best practices to ensure your contact center’s success. What Is Quality Monitoring in a Call Center?

Call Center 52

Call Center Education call center association Analytics 52