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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
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
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
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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Tagged calibration, call quality monitoring, quality monitoring
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Quality Monitoring Auditing and Calibrations [2019]
[Last Updated: September 2019] What is quality monitoring in the contact centre? Call monitoring in the contact centre is the process of listening to live or previously recorded calls in order to: audit the performance of agents improve the service … Continue reading
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
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
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
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