Month: November 2022

What is Call Center Monitoring?

what is call center monitoring and why does it matter

Call center monitoring is a practice of listening to customer calls that take place in a call center in order to make sure customer concerns are handled quickly and efficiently. A call center is a centralized department in a company that handles incoming and outgoing client and prospect contacts. 

Common examples of call center monitoring can include:

  • call recording, 
  • the ability for a monitoring supervisor to silently join a call and make notes so they can give the agent feedback at a later time, and 
  • chat features (like whisper capability) that allow the agent to receive guidance or solutions from their supervisor while on the phone with a customer. 

Call center monitoring is crucial to ensuring great customer service. It also shows your call center agents that the firm cares about their performance by:

  • Building skills – continuous feedback opportunities help agents excel at their jobs and reduce the number
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The 2022 FIFA World Cup – Domo’s look at the history of the tournament

 / The Football World Cup 2022 Edition

The Football World Cup (or Soccer World Cup if you’re a North American fan) is upon us, kicking off for the 22nd time in just under a week hosted by the nation of Qatar. Of particular note is England vs United States on Friday the 25th for a little EMEA office vs HQ rivalry.

It’s admittedly an unusual time for the world cup to begin, which typically takes place in May, June or July, however, due to the extreme temperatures of the Qatari Summer it will take place during the cooler months of November & December for the first time in the tournament’s history.

To celebrate the tournament and to keep track of what happens as the tournament progresses, we have put together a series of dashboards which you can find below.

There’s loads to dig in to and explore but before

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How to Prevent Workplace Bullying in Your Business

Workplace bullying can decrease morale, reduce productivity and cause good employees to quit. Worse, it can get your business sued. Use these seven strategies to deal with workplace bullies. 

Workplace bullying is a widespread problem. According to a Workplace Bullying Institute study, 79.3 million workers are affected by workplace bullying. 30% of respondents said they had been bullied, 19% said that witnessed it, and 13% said that they are currently being bullied.

Even worse, 65% of people said that the person bullying them was their boss — making it hard to report the problem.

Bullying isn’t just a traumatic experience for the employee — it spells trouble for your business. There’s plenty of data showing that company culture has a direct effect on productivity. If your culture is one of a hostile work environment, your employees may spend more time worrying about their mental and physical safety than doing

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12 Best Practices to Improve Customer Surveys

Here are the latest insights from customer service consultant and bestselling author Micah Solomon

There’s one type of interaction with customers that tends to be a hot mess: customer surveys (and the verbiage that’s sent out to accompany them). 

Sending out poorly designed surveys can…

…waste the time of businesses and customers alike

…alienate (or at least irritate) even your most loyal customers

…mislead you with spurious results 

Designed and deployed properly, however, surveys can reveal a lot about how customers view their experience while also treating respondents(and those who choose to not respond!) with respect. So I encourage you to spend a couple minutes with me now learning the do’s and don’ts of customer surveying.

Pro Tip: Asking people to grade you on a scale? 
1-5 is ideal. 
1-3 is every better!

Twelve Essentials of Effective Customer Experience Surveys 

1. Every survey question should be clearly worded and easy to answer, not requiring your customer to do math or think too much about the inner

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Useful Network Marketing Techniques To Help You Get Ahead

You should be educated about the tactics of network marketing if you plan to be successful. Read on for a handpicked selection of network marketing decisions.

If you have decided to embark upon a network marketing campaign, you must think about who you are partnering with and what kind of compensation they have offered you. When you know how much you will be paid for your time, it makes it easier to commit significant time to the task at hand.

Network marketing can be a game where you try to compete in signing the most people.

Analyze what you failed and take measures not to repeat these mistakes.

While a purpose-built website is the network marketing ideal, you may find that even a social networking site would be a great start. An informative, coupled with an active presence in social media networks, once you have a website and are on … Read more

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