Tag Archives: call quality monitoring

Posts Tagged ‘call 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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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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Chris Rainsforth on customer experience today

Chris Rainsforth, Senior Customer Contact Specialist at The Forum, talks to Business Systems about the state of customer experience today at this year’s National Quality & Customer Experience Conference.  One of the key drivers for organisations is to deliver a … Continue reading

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10 Valuable Tips On Call Quality Monitoring

A number of valuable insights were shared as a result of the webinar we hosted with Call Centre Helper on Best Practices in Call Quality Monitoring.  Thanks to our brilliant speakers and enthusiastic audience participation, the team came away with … Continue reading

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How to find the best call quality monitoring system for your business

Contact centres are reaping the benefits of call quality monitoring. The $136m market is forecasted to grow by 6% over the next five years.* It’s no surprise, really. Quality Monitoring (or QM for short) is one of the core technologies … Continue reading

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5 unexpected ways call quality monitoring will help your business

“Your call may be recorded for training and quality purposes.” We’ve all heard the message dozens of times. But are businesses making the most of call recording technology? Perhaps not. In a dash to keep up with best practice or … Continue reading

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Wessex Water select latest generation Quality Monitoring

Wessex Water is a water and sewage treatment business covering 10,000 square kilometres of South West England. It supplies 1.3m people with around 284m litres of water a day and treats 475 million litres of sewage from 2.7m customers a … Continue reading

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Teachers Provident Society choose Business Systems UK Ltd

Teachers Provident Society, the fifth largest friendly society in the UK, has recently chosen to partner with Business Systems UK Ltd. Business Systems has improved the way the society transacts business, by facilitating telephone ordering and campaign measurement with an … Continue reading

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