This is why the STIR/SHAKEN framework is important and how it impacts call centers.
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Using a call monitoring form is essential to assess the quality of interaction between the front-lines and the customer.
One of the most overlooked pieces of the equation can be successfully getting past the gatekeeper to a decision maker.
In this article, you’ll learn basics of the best in class call monitoring techniques.
People ask me all the time. How many evaluations should be done for an effective call monitoring program in our call center?
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This article shows some of the reasons why you should develop a QA checklist that is short and concise for call center monitoring.
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