call-monitoring 
Callminer
SEPTEMBER 5, 2017
Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. The post 20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It) appeared first on CallMiner.
ShepHyken
JANUARY 22, 2021
Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. Now, the real question is, how do we monitor remote agents to ensure maximum efficiency with minimum supervision required. Real-time Remote Monitoring. Comprehensive Call Center Metrics Report. Here’s how!
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Provana
AUGUST 30, 2022
With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement.
Fonolo
JULY 5, 2022
.” That first sentence is a home run for call center quality monitoring. Your first step to meeting them is through call center quality monitoring. But how do you monitor and analyze a call center that receives thousands of daily calls? What is Call Center Quality Monitoring?
Speaker: Roger Lee, VP Customer Success, Gridspace
Monitoring calls for trends and KPIs in real-time. Providing data-driven coaching in live calls. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days, e.g., Automating internet and audio quality checks for remote agents.
Fonolo
AUGUST 4, 2022
Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Sounds like a call center manager’s dream, right?
Fonolo
SEPTEMBER 8, 2022
No great call center achieves success without implementing dozens of processes—especially when it comes to call center quality monitoring. But nailing down the right quality monitoring process for your business will make all the difference to your contact center. What is Call Center Quality Monitoring?
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Speaker: Kate Nasser, The People Skills Coach™
It can inspire and empower agents to make their next call better and more real for a refined customer experience. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to truly understand how call center agents get the most out of collaborative coaching so they can thrive as professional care experts.
Speaker: Roger Lee, VP Customer Success, Gridspace
Monitoring calls for trends and KPIs in real-time. Providing data-driven coaching in live calls. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days, e.g., Automating internet and audio quality checks for remote agents.
Speaker: Rana Gujral, CEO at Behavioral Signals
Traditional call quality monitoring lacks the automation needed to perform at scale across all calls. Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%.
Speaker: Gary Davis, SmartAction CEO
How automating a customer service call isn’t as simple as using a script from a human interaction. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent. You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Expert insights. Personalized for you.
665 
Let's personalize your content