Quality Monitoring

Balance out your contact center's quality program by balancing individual performance with process improvement and by taking quality beyond the agent interaction.

A speech analytics implementation helps monitor agent performance and target training, as well as improving monitoring for customer satisfaction and loyalty for contact center services outsourcer ACS.

Here are eight tips on improving customer satisfaction in your contact center by finding the right relationship between quality monitoring and customer surveys.

Can you truly say your contact center's quality monitoring centers on the customer experience when you're not capturing the voice of the customer?

See how one contact center increased loyalty by creating near real-time contact between customers and agents with chat as an e-support offering.

This brief summarizes the key discussion points and related key findings on quality monitoring programs from thirteen call center executives, representing centers of varying size and industry, who shared their experiences and views in a facilitated discussion at the ICMI Executive Roundtable at the Contact Center Management Conference & Expo in Austin, Tex.

Rogers successfully ties quality monitoring to customer satisfaction by putting agents in control and listening to the voice of the customer.

At Salt River Project, it’s hard to tell if the things on top of employees’ noggins are headsets or halos. If you ask SRP’s customers and members of the local community, they’ll swear it’s the latter.

Key performance indicators should be just that: indicators -- not drivers. Unfortunately, too many call centers use KPIs as performance drivers, wreaking havoc on agent performance and morale and, ultimately, customer satisfaction.

Think you've got the call center agent's profile down pat? Think again.