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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

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.
IntelligentResponse Call Center Solution Launches
10/8/2014 - For call centers today, agents require a host of services in order to keep up with customer demands and remain effective. While 3rd party remote call monitoring is one way to ensure agent success, there are many other tools available that help improve services. Interactive voice response (IVR) systems, for instance, are used by businesses around the world to manage customers and alleviate contact center agents by directing callers to an automated attendant that directs callers to the right extension.
Jacada Unveils Multi-Channel Desktop Agent
10/3/2014 - Jacada has unveiled its Multi-Channel Desktop Agent, a lightweight alternative to Avaya's EMC.

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