call center quality monitoring best practices

Working Your Way Out to Success: Call Monitoring and Quality Assurance in Call Centers

Working Your Way Out to Success: Call Monitoring and Quality Assurance in Call Centers Often than not, companies run expensive call monitoring and quality assurance strategies and programs, but the results are usually undesirable. The question is, what are those call center quality monitoring best practices? What should you do different and make the quality…

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Warm Transfer Vs Cold Transfer: What You Should Know

Warm Transfer Vs Cold Transfer: What You Should Know It’s an open secret, that to be helpful and successful, call centers should take into consideration the level of customers’ satisfaction, which often depends directly on the call quality. But when your business is facing a high call volume, the average answer time can get worse,…

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robo calls software

Getting in Touch with Thousands of Clients Through Voice Broadcasting

Getting in Touch With Thousands of Clients Through Voice Broadcasting Since AI made entry to customer service industry, it has brought some vibrancy to the industry, yet most consumers are wary of chatting with bots. As call centers focus on cutting costs by introducing robocalls in place of human reps, the challenge is what customers…

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