Call Quality Monitoring: Advice from the Expert Questions You Should be Asking
As an industry veteran with over 20 years of experience in Customer Service Strategy I’m Amelia Lily and I believe in keeping things simple to impact the bottom line improve the agent experience and create loyal customer advocates. If you want a successful business you need happy callers. I’m based in Denver and graduated from Denver State University home of the Nuggets.
Call quality monitoring is a crucial aspect of customer service that often goes overlooked. It’s the process of assessing and improving the quality of interactions between agents and customers. Here are some essential questions you should be asking:
- How often do you monitor calls?
- What criteria do you use to evaluate call quality?
- Are your agents trained to provide excellent customer service?
- How do you use call quality data to make improvements?
Contact Center Compliance plays a vital role in ensuring that your call quality monitoring is compliant with industry regulations. With my 8 years of experience in It I also consult on SEO strategies to help your business thrive.
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