If you are looking for some job opportunities on call center and never worked with that before, you may be asking yourself, what does a call center quality assurance analyst do? The monitor or quality assurance analyst is responsible to analyze the interaction between the agent and customer; this interaction can be by telephone, chat, […]
The use of speech analytics in call centers is increasing but many people are still wondering whether to use it or not. For those who do not know it yet, speech analytics is nothing more than an automated way of analyzing the content of the calls. In the case of voice calls, the recordings must […]
Understand once for all the importance of monitoring in a call center, to get productivity gains from the team and also financial returns… Usually monitoring is not seen with “good eyes” by the companies and its employes, isn’t it? Like any others, companies have commercial interests and then, they must have profit in their activities, […]