Co-nexus Blog

5 Tools Your Contact Center Needs

Posted by Co-nexus Marketing on September 27, 2017

Contact centers are a bustling environment of sales, customer service and hotlines. They are filled with software, computers, technology, hardware, and phone systems. Each day supervisors manage agents to ensure policy and procedure adherence and maintain service levels. Here are five tools all contact centers should be using:

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Topics: Call Recording, Agent Coaching, Quality Monitoring, Performance Evaluation, Workforce Management

View Webinar on Best Practices in Quality Monitoring

Posted by Co-nexus Marketing on June 30, 2017

Co-nexus recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.

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Topics: Contact Center, Quality Monitoring, Performance Evaluation

Upcoming Webinar on Thursday June 22nd on Best Practices in Monitoring Agents

Posted by Co-nexus Marketing on June 12, 2017

Co-nexus is hosting an upcoming webinar for June 22nd at 11:00am-12:00pm CST on how to improve quality monitoring within your contact center. We will cover a few best practices, share a live demo and host a Q&A session. Hurry and register today!

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Topics: Contact Center, Quality Monitoring, Performance Evaluation, Webinar

Five Steps to Better Quality Monitoring in Your Contact Center

Posted by Co-nexus Marketing 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

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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