Category: Monitoring
Four Steps To Simplify Your Mystery Calling Program

Have you been looking for a way to give your call center Quality Monitoring (QM) program a boost?

Centerfirst has performed hundreds of thousands of monitors in more than a dozen years, and we continually seek out ways to improve the monitoring process and monitoring forms. We’ve pulled together what we believe are 4 best practices for a …

Is Automated Quality Monitoring Right for Bio-Pharma? Yes, with Limitations

Centerfirst has performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. We are constantly looking for ways to bring greater accuracy, insight, and efficiency to our clients. Recently, we tested the latest voice to text automation tools …

Top 5 Competencies to Look for When Hiring Call Quality Monitoring Agents

Centerfirst call quality monitoring agents have performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. Over the years, we have learned a lot about the competencies that make the best call monitoring agents. In this blog, we …

Adding Mock Calls to Training Accelerates New Agent Performance

Taking that first call on the call floor can be terrifying for new bio-pharma contact center agents. Regardless of how thorough training was or how high the scores were on the knowledge checks, there’s nothing quite like hearing the voice …