Tag: quality monitoring

Use Your Quality Monitoring for Good

Filed in Blog, Call Centers, Customer Service by on March 26, 2013 0 Comments
Use Your Quality Monitoring for Good

Every call center manager wants his or her employees to do a good job and function at a high level. A determining factor in this is an employee’s level of motivation. As call center leaders, you want your agents to be highly motivated. How can this be achieved? Money can certainly work as a motivator, …Continue Reading

Case Study: Email Quality Monitoring-You Don’t Know What You Don’t Know

Filed in Blog, Call Centers, Customer Service by on March 5, 2013 1 Comment
Case Study: Email Quality Monitoring-You Don’t Know What You Don’t Know

A client of ours has been conducting quarterly studies with us to keep a pulse on their consumer satisfaction scores throughout the year.  Their scores were high and comparable to other companies in our benchmarking database.  However, our client wanted to move the needle from good to great. The Challenge:  You don’t know what you …Continue Reading