Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?

Someone was having trouble monitoring agents. Supervisors couldn’t listen to their agents. It was a simple issue to fix, and the tech logged in to make sure that listening to live calls worked. Let’s call this tech Bill.

The first agent Bill attached to was not in a live call. She engaged in chit-chat with someone nearby. A beep played, indicating a connected call. The agent went silent.

What???

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Stop Giving Your Q/A Team Your Client’s Credit Card Numbers

Have you ever had someone ask for your credit card number over the phone? That question always makes me uncomfortable.  My personal policy is to never give it out if I’m the one who was called. If I have called in, and it makes sense in the context of the call, I give it out over the phone. Continue reading Stop Giving Your Q/A Team Your Client’s Credit Card Numbers

Call Center Recordings in Amazon S3

As has been discussed before, call centers sometimes have issues with recordings piling up. Amazon S3 has been the solution for several Q-Suite clients.

One tool that comes in handy for managing files with S3 is s3cmd. If you’re an Ubuntu user, you can even use apt (Advanced Package Toolset) to install. Other distributions also likely offer support.
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