10 Call Center Quality Monitoring Best Practices for Process Improvement

Call Center Quality Monitoring Make quality monitoring a priority Define what quality means to you and your clients Keep it simple Use a different QA form for each business line Put a specialist in charge Understand quality monitoring isn’t just about process Hire right and train continually Get everyone involved…


Motivating Call Center Employees Doesn’t Have to Be Complicated

Motivating employees is challenging. It’s true in any industry, but particularly in the call center world. Set up a game during work hours: “It’s too loud; my customers can’t hear me.” Set it up after hours: “Will I get overtime for that?” Create a reward for attendance or performance: “The…