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About Us
Articles - Monitoring
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Contact Centre Quality Monitoring – Five Essential Steps
An Introduction to… Quality Management Technology
How Do You Choose Which Calls to Score?
A Quick Guide to Call Listening
Customer Service Prioritised Over Sales When Monitoring Conversations
Top Tips to Monitor Customer Service
What Are the Best Call Evaluation Criteria?
A Guide to Call Disposition Codes
How to Calculate Conformance
19 Golden Rules for Call Monitoring
The Top 10 Most Important Call Centre Metrics
The Best KPIs to Use in Your Call Centre
How You Can Drive up Net Promoter Scores
Customer measurement – Don’t measure me
Seven Deadly Sins of Call Quality Monitoring
Are You Displaying the Right Metrics on your Wallboards?
What’s holding back speech analytics?
7 Deadly Sins of WFM
Twelve Call Centre Metrics You Can’t Live Without
The Best Ways to Benchmark Your Contact Centre
10 Tips to Improve Call-Handling Performance
Top tips for using MI in the contact centre
A Beginner’s Guide to Balanced Scorecards
Does a contact centre really need to be world class?
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Editor's Pick
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Call Volumes Up? Here’s What You Can Do About It
Latest Resources
eBook: Five Trendsetters in CX Innovation
eBook: Customer Success Stories 2024
Upcoming Events
Chatbot Summit Berlin
Tue 19 Mar 2024
European Contact Centre and Customer Service Exchange 2024
Tue 19 Mar 2024
Latest Insights
A Quick Reference Guide to Measuring CX
Proactive Outreach Is Key to Customer Loyalty and Confidence
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?