Archive | February, 2010

Fixing ‘Broken Calls’ in the Contact Center

Speech analytics can help companies leverage customer interactions within the contact center and the enterprise. The entire enterprise can benefit from the interactions that occur everyday with your customer service teams and in call centers. However, the challenge is identifying “model calls” and the influences that can derail the customer experience. Telrex has published a [...]

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Are Your Employees Exceeding Expectations?

There are many different ways to measure customer satisfaction and employee productivity. Secret shoppers, satisfaction surveys, and live monitoring phone calls can help paint a picture of the customer experience. But are you also measuring and tracking your employee telephone interactions over a longer period of time? Implementing a regular quality monitoring program can give [...]

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Take a Tour: Reports in CallRex Agent Evaluation

Telrex recently announced the availability of CallRex Agent Evaluation version 3.9. The web-based quality monitoring solution enables managers to provide objective feedback on employee phone calls through customized performance scorecards. Reports have been built-in to CallRex Agent Evaluation version 3.9, offering insights into performance trends, employee progress, areas for training, and evaluator consistency. A new [...]

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Now Available! CallRex Agent Evaluation version 3.9

Today, Telrex unveiled our improved contact center optimization and quality monitoring solution: CallRex Agent Evaluation version 3.9. Featuring a Web-based user interface, a flexible evaluation framework, and built-in reports, the product has been redesigned with the contact center manager in mind. “Evaluating employees does not have to be a complicated or time-consuming process. CallRex Agent [...]

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