{"id":1526,"date":"2015-01-14T10:02:00","date_gmt":"2015-01-14T10:02:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-01-14T10:02:00","modified_gmt":"2015-01-14T10:02:00","slug":"every-call-center-needs-a-regular-tune-up","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/every-call-center-needs-a-regular-tune-up\/","title":{"rendered":"Every Call Center Needs a Regular Checkup"},"content":{"rendered":"
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January 14, 2015<\/p>\n

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It\u2019s not just a clich\u00e9 that a New Year calls for some new resolutions; it makes good business sense to look back on the past year, discard what didn\u2019t work, and try something new.<\/p>\n

That\u2019s the gist of a new blog post by Jennifer Waite, Product Marketing Manager at inContact, a leading provider of cloud contact center software and contact center agent optimization tools. Waite takes a bird\u2019s-eye view of the modern contact center and offers some suggestions to help it reach its full potential.<\/p>\n

\u201cThe start of a new year brings resolutions and ideas for change,\u201d she notes. \u201cThis may be a good time to review your quality monitoring form to identify potential changes that will yield positive results for your contact center and agents.\u201d<\/p>\n

A high-quality monitoring form makes it easy for call centers to adapt to necessary changes, including both yes\/no questions and rating-scale questions. If your form seems to be falling short and not providing the robust raw data you need, it might be time for a change.<\/p>\n

\u201cMaking changes to your form will allow you to implement new processes and expectations that will enable you to achieve the goals you have set for the year,\u201d Waite says. \u201cOne way to successfully do this is to ensure that the goals set for your organization are represented as elements in your scorecard.\u201d<\/p>\n

These elements can be widespread and varied, but there are several points to consider, as she mentions. They include:<\/p>\n