Want to know what your agents are saying to your customers?  Looking for additional insights into your customers’ needs and concerns? With live call monitoring, you don’t have to guess – you can listen to calls in real time and gain valuable (and actionable) information about your customers, your agents, and your business as a…

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Efficiency and effectiveness are two of the primary goals when it comes to operating a successful call center.  For call center managers, this means making sure that your agents are properly trained and performing at their highest levels.  To help you do this, we’ll discuss how to create successful quality control evaluations for your agents using…

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