Quality Monitoring

How Call Monitoring and Scoring Helps Contact Center Agents

Call monitoring and scoring in contact center plays a crucial role in providing  valuable insight on customer’s needs for making more informed business decisions. Contact center managers are increasingly using monitoring and scoring in order to enhance the performance of agents for improved levels of customer service, thus increasing the overall efficiency and profitability of …

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6 Key Call Center Metrics for E-commerce Business

Call cen­ters are at the core of the cus­tomer expe­ri­ence and are often under con­stant scrutiny for ensuring high level of service. The top e-commerce players worldwide do not show high interest in displaying call center number on their homepage, nor do they rely on assisted sales. These are the types of business that rely …

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Top Call Center KPIs to Monitor and Watch for Success

A call center manages numerous calls each day and at the same time puts a lot of effort to maintain a high standard of customer service. To determine the success of call center operations and to perform all the activities effectively, it becomes imperative for call center supervisors or managers to analyze and assess key …

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