Customer experience is a multi-tiered onion that has so many different layers. In this episode we take another look at call quality, we define that are the pieces that make up quality calls, and then we give an in depth look at 10 Ways to Improve Your Call Center Quality and Monitoring.

These entail:

1. Investing in a Speech Analytics Software

2. Set Up a QA Team

3. Set Call Quality Standards

4. Creating a Scorecard

5. Monitor the Quality of Live Calls /Evaluate the Quality of Recorded Calls

6. Making the Agent Part of the Evaluation

7. Identifying the Pain Points

8. Document the Results of Call Quality Monitoring

9. Use QA as a Management Teaching Tool

10. Commit to Regular Call Quality Monitoring

Join our SMS Text Group, Text "Call Center" to 814.247.0366
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Every Friday from 1 pm-2 pm EST

Any question you need to have answered on contact center operations, technology, culture...

Join the Linkedin live event and you can anomalously post your question to me to be answered.

I will be on for the hour no matter the audience. I'll talk one on one or hopefully with a large group.

ARE YOU IN THE MARKET FOR NEW CONTACT CENTER SOFTWARE?
If so, don't go it alone, let me be your no-cost advocate. From intake, scheduling demos, negotiating price, to implementation, I want to assist all my listeners who may need some guidance. I am totally agnostic as to the best provider for you. If you need some contact center assistance, please reach out to me on Linkedin:

https://www.linkedin.com/in/tlairdexpivia/