contact center workforce Metrics Morale Quality management 
Monet Software
NOVEMBER 11, 2020
How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Unusually negative reactions to managers and coworkers. Declining customer satisfaction ratings and other metrics. Loss of confidence.
Monet Software
SEPTEMBER 24, 2020
Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Group QA metrics into tiers, representing milestones toward interaction mastery. But QA can be so much more!
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