TMCnet LOGIN
Webinars
Monitor Your Agent Performance Effectively
BPA 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
Technologies that are Changing Customer Service and the Call Center
5/16/2012 - While call centers have not been a favorite for many businesses, they are nevertheless considered a necessity, especially as customers continue to influence major business decisions. Despite being on the receiving end, call centers are innovating and inspiring businesses to think differently.
5/16/2012 - While call centers have not been a favorite for many businesses, they are nevertheless considered a necessity, especially as customers continue to influence major business decisions. Despite being on the receiving end, call centers are innovating and inspiring businesses to think differently.
3rd Party Remote Call Monitoring to Drive Improvements in Customer Experience
5/9/2012 - As the economy works to right itself and consumers begin spending again, one element that continues to take the spotlight is the idea of the customer experience. Companies leading this experience in their fields are dominating, while others struggle to capture what's left of the market.
5/9/2012 - As the economy works to right itself and consumers begin spending again, one element that continues to take the spotlight is the idea of the customer experience. Companies leading this experience in their fields are dominating, while others struggle to capture what's left of the market.
Angry Customers Vent Through Social Media, Study Shows
5/9/2012 - What do you do when you have an unbelievably irritating customer experience? Ten years ago, you might have written a letter to a company executive or fired off an angry e-mail (knowing the chances it would be answered would be low). More often than not, you fumed quietly and told a few friends.
5/9/2012 - What do you do when you have an unbelievably irritating customer experience? Ten years ago, you might have written a letter to a company executive or fired off an angry e-mail (knowing the chances it would be answered would be low). More often than not, you fumed quietly and told a few friends.
In Call Center Operations, Don't Make Average Handle Time Your Creed
5/8/2012 - Sure, overly long calls may cost you money. The longer an agent stays on the phone, the longer the call queue gets, the fewer the calls that agent takes and the lower your sales per call figures may be (if your contact center is engaged in any kind of selling). But in the end, isn't efficiency and call quality more important the number of minutes that have ticked by since the agent picked up the call? If the customer thinks he's getting "the bum's rush" off the phone, aren't you going to well and truly damage the customer relationship?
5/8/2012 - Sure, overly long calls may cost you money. The longer an agent stays on the phone, the longer the call queue gets, the fewer the calls that agent takes and the lower your sales per call figures may be (if your contact center is engaged in any kind of selling). But in the end, isn't efficiency and call quality more important the number of minutes that have ticked by since the agent picked up the call? If the customer thinks he's getting "the bum's rush" off the phone, aren't you going to well and truly damage the customer relationship?
Tips to Inspire Agents Beyond 3rd Party Remote Call Monitoring
3/29/2012 - Your call center agents are the first point of contact for the individuals making a connection with your organization - are they energized and motivated to deliver on your performance expectations? It's one thing to use 3rd party remote call monitoring to be sure they're meeting the standard, but what are you doing to drive results?
3/29/2012 - Your call center agents are the first point of contact for the individuals making a connection with your organization - are they energized and motivated to deliver on your performance expectations? It's one thing to use 3rd party remote call monitoring to be sure they're meeting the standard, but what are you doing to drive results?
Breaking Industry News
Quality Solutions
Case Studies
Justifying Quality Monitoring
Case Study White Paper
Case Study White Paper
Agent Coaching
Case Study White Paper
Case Study White Paper
Writing a Quality Monitoring RFP
Case Study White Paper
Case Study White Paper