By Marcia Jenkins, Senior Operations Manager
For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.
What is Quality Assurance Call Monitoring?
What is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.
Call monitoring also provides key info to the client. What are the trends from the customers? What offers are working? Where might the “Script” need to be reworked? A good quality assurance team will provide inside information to ensure a positive ROI. Continue reading
Have you ever changed a tire? Seems pretty easy when you say it, but have you ever thought about how much work goes into something so simple? First you have to brave the weather and if you live where I do that could be a lot of work in itself. Then you have to make sure you have the right tools to do the job. You’ll need a jack for the car, potentially gloves and a spare tire. You have to jack up the car, take off the lug nuts, pull the tire off, put the new tire on, tighten the lug nuts, release the jack and put everything back. What seemed simple is much more complex.
2017 was a fun, busy, exciting, and ever-changing year in our 
When thinking back to coaches you have come in contact with over the years or coaches you see in professional sports, you probably have a positive connotation. The good coaches inspire a team and individuals to work or play to their potential. Good coaches are positive!