Category Archives: Quality Monitoring

Archive for the ‘Quality Monitoring’

The State of Quality Monitoring in 2017 – how do you compare?

This year, we have teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining their Quality Monitoring. With the help of our expert ‘Quality Management and Training consultant’ … Continue reading

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Bringing Quality Monitoring into the Heart of the Contact Centre

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized … Continue reading

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5 Ways to Get More Out of Your Agent Training

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate agent training is imperative for success. Unfortunately, making time for training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent … Continue reading

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Business Systems introduces NICE Quality Central

Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, … Continue reading

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Real-Time Feedback, friend or foe?

Real-time feedback is used primarily by contact centres and is the ability to monitor conversations in real-time and intervene where necessary to improve the outcome –whether it is preventing an issue from escalating, taking advantage of a cross-selling opportunity, or … Continue reading

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5 Quality Monitoring challenges which Interaction Analytics can solve

Leaders in customer service are well aware that every customer contact can impact their contact centres bottom line. It is for this simple yet important reason that call quality is increasingly highlighted and monitored within contact centres. Today’s Quality Monitoring … Continue reading

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Business Systems customers named Finalists for the European Contact Centre and Customer Service Awards

Equiniti and Dekra secured their spot within two hotly contested award categories Winners will be announced during the Awards Dinner in London on November 21, 2016 Business Systems (UK) Ltd today announced that two of its customers, leading business process … Continue reading

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The Insider’s Guide to Live & Legacy Call Recording Part 3

It is Part 3 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet Anna, a Control Centre Manager who works within the Emergency Services sector. Meet Anna Anna is the Control Centre … Continue reading

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Quality Monitoring top tips for contact centres

Call quality monitoring (QM) has become common practice in almost all UK contact centres, with agents’ calls being monitored and evaluated by their supervisors or quality specialists. But is your contact centre receiving real value from your quality monitoring programme? … Continue reading

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Quality Monitoring Auditing and Calibrations

[Last Updated: August 2016] Auditing and calibrating is an important part of the Quality Monitoring process. In order to provide the objective level of evaluation required to accurately evaluate an agent’s call, contact centres rely on Quality Assurance teams to … Continue reading

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