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How to get the most out of Quality Assurance

[fa icon="calendar'] Jan 24, 2013 5:34:19 AM / by Briana Songer posted in Contact Center, call centers, tips, KPI

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The businesses that invest in call centers expect them to be performing effectively. Key Performance Indicators (KPI) metrics measure and monitor employee performance. These results include call resolution, hold times, agent courtesy etc. This monitoring is essential for any call center as it provides valuable information on performance, consumer experience and gives agents something to strive for. However, monitoring in itself, can be a conflictive process. What should an assurance program include to work its wonders?

The businesses that invest in call centers expect them to be performing effectively. Key Performance Indicators (KPI) metrics measure and monitor employee performance. These results include call resolution, hold times, agent courtesy etc. This monitoring is essential for any call center as it provides valuable information on performance, consumer experience and gives agents something to strive for. However, monitoring in itself, can be a conflictive process. What should an assurance program include to work its wonders?

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Análisis parálisis - Just do it!

[fa icon="calendar'] Nov 1, 2011 5:39:15 PM / by Oscar Giraldo posted in supervisor, Contact Center, call centers, tips, Espaol, KPI

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Cuando se recolecta información proveniente de diferentes fuentes en el Call Center uno de los desafíos más grandes es el análisis pero sin duda lo más importante para el negocio es la interpretación de esos datos para tomar acciones que impacten de manera positiva al negocio. El problema está en que al tener tanta información este análisis y la interpretación de los datos se vuelve difícil de leer y de entender, lo que nos lleva en un estado de análisis parálisis en la organización.

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