monitoring
How to Monitor Call Center Quality...The Right Way (Part Two)
November 15 by Greg LevineIn Part 1 of this post, I cited several quality monitoring practices commonly embraced by the world’s best contact centers, then stopped midway through in a desperate attempt to make you come...
How to Monitor Call Center Quality...The Right Way (Part One)
November 11 by Greg LevineQuality monitoring is as old a practice in contact centers as sending electric shocks through agents’ headsets to help keep handle time down. But just because centers have been conducting qual...
Transform Your Call Center into a Value Performance Monitoring System
January 04 by Reg GoekeI’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. I...
Panel on Managing Social Media in the Call Center: What Every Manager Should Know
December 15 by Blake LandauHow is your call center managing social media? This is the question every call center manager should be asking themselves. In this podcast our panel of experts in the call center trenches address ho...
A Solution to the Social Media Call Center Conundrum
November 11 by Keith FivesonIf you are like me, and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers t...