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Monitor Your Agent Performance Effectively

3rd Party Remote Call MonitoringBPA has a unique approach to the development of call quality - customer service and the maximization of sales opportunities. 3rd Party Remote Call Monitoring provides services that range from analyzing calls that have already been recorded on a clients recording system to recording calls remotely in our research center. Research shows that many call centers find it difficult to find the time to even listen to calls that have previously been recorded. With 3rd party Remote Call Monitoring, calls are scored by an experienced team of researchers and the results are easily accessed though the Web along with 3rd Party Remote Call Monitoring recordings available in near real time.

Featured Editorial

Vocalcom Announces Cloud Call Center Solution with Easy Setup
10/24/2014 - Vocalcom recently announced the availability of its new cloud-based call center solution. The comprehensive package supports multiple communications channels and provides tools for managing operations and tracking performance, such as through remote call monitoring.
Bsuinesses Need Social Media Customer Service Agents
10/22/2014 - Social media can be used as a channel for customer service and interactions. This idea of using social media as a customer service tool is slowly catching on with companies because there are many advantages that come with it.
Using Personalized Emails to Solicit TCPA Opt-ins
10/16/2014 - The Telephone Consumer Protection Act of 1991 was passed by Congress to protect consumers from telemarketers. With this law, telemarketers had to get consent from consumers to place artificial or prerecorded telemarketing calls to a residential phone line or wireless number. It also applied to sending text messages or placing calls to wireless numbers using automatic telephone dialing systems.
Common Contact Center Pitfalls and How to Avoid Them
10/16/2014 - Call center management can be a frustrating task, with angry customers, frustrating call switch systems and improperly trained agents can create an almost unworkable situation. Successful call centers however are not the ones that avoid dealing with these problems in the first place, but the ones who have a plan to deal with the common situations arise.
New Benchmarking Program Created in UK for Customer Service Providers
10/8/2014 - Customer service operators provide solutions for companies across many different industries to answer a wide range of questions regarding a particular product or service. Delivering this service efficiently and courteously ensures customers get all the answers they need, but poor customer services can result in high customer attrition rates.

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