Author Archives: Brent Bischoff

Posts For ‘Brent Bischoff’

3 questions to ask when buying a call recording or QM system

Reading through some of our recent case studies, it’s surprising how much in common our customers share when talking about what they want a call recording or quality monitoring (QM) system to deliver for them. This article picks out three common themes … 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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Top tips on quality and staff scheduling

We recently held a forum with the Institute of Customer Service at Axa Wealth offices in Basingstoke and thanks to some audience participation we took away some helpful tips we thought we’d share with you, so here goes… Some of … Continue reading

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Is your quality monitoring still in the dark ages?

For those of you that missed it we had a great response to our latest guide on quality monitoring (QM). During our research phase it transpired that there are still a number of contact centres out there using live agent … 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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Three techniques to improve the quality of your calls

Every call centre wants to improve the quality of its agents’ call handling. Unfortunately some of the methods for doing so can be pretty outdated. How can Call Quality Monitoring help? Here’s a run-through of the call quality monitoring techniques … Continue reading

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