Quality Monitoring Goes Beyond Dispute Resolution Related Articles 30 Tips to Improve Your Call Quality Monitoring Tips and Strategies for Quality Monitoring Contact Centre Quality Monitoring - Five Essential Steps Mastering Contact Centre Quality Assurance 1,300 Filed under - Archived Content, Business Systems Many contact centres are now using quality monitoring technology for training purposes, as well as for dispute resolution. Quality monitoring is a means of monitoring calls and measuring agent performance. The right quality monitoring software can quantify the success of agent interactions – making it easy to score, evaluate and report on agent calls. Data gathered through this technology can then be used to significantly improve agent performance, boost customer service and drive business revenue. Ask any contact centre today if they have call quality monitoring in place and the answer will almost certainly be yes, but the method used can vary greatly, impacting the effectiveness and outputs of any programme. Understanding your system is key to delivering the expected outcomes When seeking to invest in or upgrade a quality monitoring system, there are a number of common problems to be aware of, such as finding time to identify valuable calls and sustain ongoing improvement. By factoring these in prior to implementation, organisations can make a more informed decision about the type of system best suited to their needs and how best to apply technology and processes to deliver the expected outcomes Author: Megan Jones Published On: 1st Apr 2015 - Last modified: 18th Mar 2024 Read more about - Archived Content, Business Systems Recommended Articles 30 Tips to Improve Your Call Quality Monitoring Tips and Strategies for Quality Monitoring Contact Centre Quality Monitoring - Five Essential Steps Mastering Contact Centre Quality Assurance Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter