Analytics, Call Recording, Exceptional Customer Service and First Call Resolution

Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

APRIL 3, 2023

Using technology to record and analyze each and every customer encounter, developing and employing evaluation criteria, teaching and training agents, reporting and monitoring quality metrics are all part of call center quality management. This can be done through call recording and reviewing the recorded calls.

Call Center

Call Center Customer Satisfaction Contact Center Management

5 Tips for Managing Remote Call Center Agents

NobelBiz

MAY 24, 2022

These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.).

Call Center

Call Center Tips Virtual Call Center Management

Customer Experience Update

Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

5 Tips for Managing Remote Call Center Agents

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