Spearline

MARCH 3, 2022

Today’s enterprises face complexities in network and audio quality management requirements. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. The post What can Audio Quality Management do for Business?

Quality management 97

Quality management Management Telecommunications Enterprise 97

Spearline

FEBRUARY 7, 2020

Any interruptions or flaws in the delivery of communications services can have a notable influence on the human-to-human conversation and quality of the voice channel. It will also impact the quality and the outcome of the conversation. Taking a systematic approach to audio quality management supports continuous CX improvement.

Quality management 92

Quality management Management Telecommunications Enterprise 92

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

CSM Magazine

APRIL 28, 2021

For example, traditional telecommunications companies are still struggling to throw off the shackles of their voice only heritage to transition to an omnichannel world. Meanwhile, agents receive the near real-time constructive feedback they require to deliver high quality customer conversations, whatever the channel.

CRM 59

CRM Analytics Multichannel Telecommunications 59

TMP Direct

MARCH 17, 2015

And we’re upgrading our Interactive Intelligence telecommunications system, so our CSRs and their supervisors have the superior tools they need to support our CSRs’ superior customer care skills. At TMP Direct, we use many traditional metrics such as Average Speed of Answer (ASA) and Service Level.

Call Center 40

Call Center Telecommunications Benchmark Metrics 40