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Top 5 Posts in June

Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included...
Speech Analytics and Quality Monitoring

Speech Analytics and Quality Monitoring

Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in March

Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of...
Four ways to expand quality monitoring in the customer service contact center

4 Ways to Expand the Value of Quality Monitoring

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...
Contact Center Pipeline Top 10 Call Center Blog Posts for 2015

Top 10 Posts of 2015

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...
A key consideration for your social customer service team

Giving Customers a Voice in Quality Monitoring

The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process...
First Steps on the Contact Center Omnichannel Journey

Omnichannel: Reevaluating the QA Process

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in April

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
VoC: Pinpoint the Calls that Matter

VoC: Pinpoint the Calls That Matter Most

One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to...
First Contact Resolution

Finding Your FCR Opportunities

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...