As your business grows, maintaining consistent quality across all customer interactions can become increasingly difficult, and this makes it all […]
Currently browsing: Quality Monitoring
Is My Call Center Ready for Quality Assurance?
Quality Assurance (QA) is an essential part of running a successful call center, but how do you answer the very [...]
Read more
5 Noteworthy Things that Put ARC CEO Cheryl Thibault in a Class By Herself
ARC wouldn’t be the premier telephone mystery shopping and quality solutions company it currently is without the vision and direction […]
3 Essential Call Center Analytics Metrics You Should Be Tracking
There are 3 essential call center analytics metrics you should be tracking in order to optimize performance and enhance customer […]
What Are You Missing from Your Call Monitoring?
Customer experience is of great importance in today’s fiercely competitive market, but how are you managing everything that goes into […]
What is Pattern Matching in AI Quality Assurance?
Pattern matching has been part of artificial intelligence (AI) algorithms for quite some time, but what is pattern matching specifically […]
How Does Analytics-enabled Quality Management (AQM) Help With CX?
Analytics-enabled Quality Management not only transforms your contact center it also improves CX (customer experience). How does AQM help with [...]
Read more
What is AQM – Analytics-enabled Quality Management
Evolving technology is reshaping how organizations manage the quality of their contact centers, and one of the most powerful ways [...]
Read more
How to Effectively Evaluate Your Competition
Staying ahead of the curve is essential for business success, and knowing how to effectively evaluate your competition gives you [...]
Read more
How to Improve Employee Engagement
Motivated and engaged agents are essential to delivering exceptional customer service and experiences, so knowing how to improve employee engagement [...]
Read more