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Customer experience is a multi-tiered onion that has so many different layers.  In this episode we take another look at call quality, we define that are the pieces that make up quality calls, and then we give an in depth look at 10 Ways to Improve Your Call Center Quality and Monitoring.

These entail:

1. Investing in a Speech Analytics Software

2. Set Up a QA Team

3. Set Call Quality Standards

4. Creating a Scorecard

5. Monitor the Quality of Live Calls /Evaluate the Quality of Recorded Calls

6. Making the Agent Part of the Evaluation

7. Identifying the Pain Points

8. Document the Results of Call Quality Monitoring

9. Use QA as a Management Teaching Tool

10. Commit to Regular Call Quality Monitoring

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 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel