UK and IrelandMonitoring
Welcome to the Monitoring subject.
Monitoring is in the Monitoring category. - View all
Knowledge Bankview more…knowledge bank rss
Agent Short Call Report for ACD Group
This ACD report itemises chronologically, short calls occurring within the set threshold for all Agents. See Interpretation for Agent Shor… View
Call Calibration
Call calibration is designed to bring consistency with overall call monitoring across a contact centre. It is the process whereby a group of ca… View
Call Centre Stress
The 'bad' call centre reports, one way or another, indicate the 'big brother' syndrome developing in call centres. High stres… View
White Papersview more…white papers rss
Eight Essential Steps to Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness: Aspect Software
For years, the goal of the contact center has been to operate efficiently, keeping costs as low as possible. During the recent economic downturn, c… View
Performance Optimisation: Aspect Software
If your operations are comparable to those of the typical multi-channel contact center, you’re currently spending 60 to 70 percent of your bu… View
Productivity ACD Reporting Matrix
The document provides an overview of the key productivity measures View
Toolkitsview more…toolkits rss
Monitoring - Agent & Team Performance (part 1)
Comprehensive agent and team monitoring - covering quality scores, productivity, adherence to schedule and sickness. … View
Monitoring - Agent & Team Performance (part 2)
Comprehensive agent and team monitoring - covering quality scores, productivity, adherence to schedule and sickness. … View