Call Quality Monitoring

Welcome to the Call Quality Monitoring subject, the available white papers are displayed below.

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Assessing Call Centre Quality using the SERVQUAL Model

Investigative research into service quality in a call centre View

Clients Guide to Outsourcing (DMA)

In recent years, the UK’s telemarketing industry has been asking whether it has a future. Industry telemarketing practice has been variable a… View

Contact Centre Best Practice (DMA)

Excerpt content from this best practice report.   Read the full best practice white paper below; … View

Performance Improvement through Effective Quality Monitoring

Call quality monitoring to improve performance View

Ten Secrets to Boosting First Call Resolution (FCR)

In a challenging economic environment, holding on to existing customers is just as important as attracting new ones. Customer retention is one of m… View

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