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Quality Monitoring

What, Why and How of Call Center Quality Assurance
How well you handle the  customer interactions across your contact center holds the key to business success. Customers have increasing expectations from...
The Dilemma of Acceptable Call Holding Time on Busy Days
Long waiting queues are the bane of a call center. Customers do not like waiting. Whether they are tapping their fingers while being put on hold or star...
Why Call Center Managers should focus more on Call Disposition Codes?
Call center managers want their team to excel in all the required fields for satisfying customers, whether it is from resolving a customer query to expl...
5 Optimum Methods to Reduce your Call Center Cost
Call centers are still perceived as cost centers, even though they are not. You can turn it into a profit center if you minimize your extra cost.
How to Improve the Call Center Data Quality [infographic]
The success of any call center campaign starts from its data accuracy. Accurate data is the foundation to top-notch customer service. It is estimated th...
Key Considerations of Customer Effort Score as a Business Metric
  The modern era of business has fortified the concept of customer delight which has led to technological transformation in every organization seeking t...
4 Crucial Benefits of Call Tracking
Call tracking software helps the agents in monitoring and analysing the customer’s calls. Call tracking is an easy way to assess the customer’s in...
How to Improve Schedule Adherence in Call Centers
Call center schedule adherence is a kind of metric used, in order to determine whether or not the agents are working the amount of time they are intende...
6 Best Practices in Agent's Quality Monitoring for Call Centers
Customer experience management is of prime importance for all call centers. The customers come to a conclusion whether to continue doing business with t...
Customer Satisfaction as a Key Business Metric
Organizations must understand the role of customer satisfaction for creating new customers and retaining the existing ones by increasing their loyalty f...