Tag Archives: quality monitoring

Posts Tagged ‘quality monitoring’

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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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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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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5 Ways to Use Speech Analytics

THE INNER CIRCLE GUIDE TO CUSTOMER CONTACT ANALYTICS BLOG: 1/7 ContactBabel recently published the ‘The Inner Circle Guide to Customer Contact Analytics’ which was sponsored by Business Systems. For those with a hectic schedule, we created a short series of … Continue reading

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Using voice technology to go the extra mile

[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. … Continue reading

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5 ways call recording can reduce Housing Association complaints

Thanks to recent welfare reforms and housing law changes Housing Associations are under more pressure than ever to demonstrate efficiency and accountability, ensuring tax payer money is spent wisely. There are over 1,500 housing associations in the UK and each … Continue reading

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Rethinking Contact Centre Metrics

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 6/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 6th … Continue reading

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6 reasons every retailer needs a telephone recording system

Ah, the cut and thrust of retail. It’s a fiercely competitive industry. Survival – let alone success – depends on maintaining a competitive advantage. Such as flawless customer service. Or smooth operations. Or a consistent brand. Or defence against customer … Continue reading

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