Co-nexus Blog

Five Levels of Quality Monitoring in the Contact Center

Posted by Crystal Jackson on June 2, 2017

Quality monitoring in a contact center requires strategic planning and execution. There are different methods to ensuring your agents are following proper policies and procedures. A contact center that is using full automation for call recording and performance evaluation allows supervisors to be able to coach, grade and provide effective feedback. In turn, employees stick and the business grows due loyal customers. Let's take a look at the different levels of quality monitoring:

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Topics: Call Recording, Call Center, Quality Monitoring

Five Steps to Better Quality Monitoring in Your Contact Center

Posted by Crystal Jackson on May 8, 2017

Quality Monitoring is key to creating a better customer and agent experience. Once a call has been recorded, what a business does with the call to improve systems and processes within a call center is important for better customer and agent retention. Customers are looking for consistent service and performance when they reach out to an organization. Agents are looking for timely feedback from their supervisors or managers to ensure they are following company guidelines. Simply recording a call isn't enough! Organizations can utilize an evaluation process to drive business goals. Here are five steps for creating a healthy quality monitoring ecosystem. 

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Topics: Contact Center, Call Recording, Call Center, Quality Monitoring, Performance Evaluation

The Only Boss is the Customer

Posted by Crystal Jackson on April 21, 2017

“There is only one boss: the customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.”

-Sam Walton

 

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Topics: Call Center

Helping the Contact Center Director

Posted by Crystal Jackson on February 7, 2017

 

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Topics: Contact Center, Customer Experience, Call Center, Customer Service

We offer a full range of products and services, including a comprehensive suite of voice products, data networking solutions, managed services and cloud services. Co-nexus recognizes business needs vary and finding the right technology solution is only one part of the equation. Combining the technology with the proper design, implementation and ongoing support gives our clients the best possible return on their investment.

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