Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Improve quality – Gamification should be tied to positive feedback and teaching moments as opposed to adding a “hunger games” mentality.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. Define the objectives of the training program. The 3 Steps.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. Define the objectives of the training program. The 3 Steps.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. Define the objectives of the training program. The 3 Steps.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

DECEMBER 13, 2022

Tip: If the agent is legitimately working more interactions than their peers, use their techniques as examples for the rest of the team and consider updating your training to include these tactics. Short handle time could mean the agent just needs more training on a process to do it correctly. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

MAY 29, 2020

Leverage solutions to easily map and modify new flows as needed. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Smart Quality Management. Get the complete picture.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

OCTOBER 12, 2022

Managers in the Playvox survey cited this as an important benefit of remote work. Train Well. Top-performing contact center leaders understand that ongoing agent training is critical to success. Keeping remote customer service agents motivated requires new thinking and new training approaches.

Best practices 76

Best practices Contact Center Management contact center solutions 76

NobelBiz

FEBRUARY 22, 2023

Agents that are motivated, well-equipped, trained, and knowledgeable have a favorable influence on productivity and customer satisfaction. Engagement: In interviews, contact center agents expressed a desire to communicate with their coworkers and stay connected to their team and organization. So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Agents that are motivated, well-equipped, trained, and knowledgeable have a favorable influence on productivity and customer satisfaction. Engagement: In interviews, contact center agents expressed a desire to communicate with their coworkers and stay connected to their team and organization. So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Playvox

MARCH 12, 2023

As a customer service center leader, improving the efficiency of your customer service center is always the top priority. Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

FEBRUARY 2, 2022

The reasons for high turnover in contact centers are the subject of debate, especially in the era of the Great Resignation. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Deliver Targeted Training. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Enghouse Interactive

JULY 7, 2021

To ensure this doesn’t happen, it all comes down to training, oversight, assessment, and feedback. The need for, and impact of, exceptional training is a no-brainer. With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. WFO solutions deliver data to supervisors in real-time, no matter where they’re located. Customer-first Support. Global Scalability. Advanced Reporting & Analytics.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

NobelBiz

AUGUST 3, 2021

In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. The result is an immediate improvement in the quality of the relationship between agents and the workplace environment. non-productive work time.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Playvox

FEBRUARY 1, 2024

Whether it’s providing training and coaching moments for customer service teams or sharing product reviews and usability data with business partners, the point of sentiment analysis is to act on it to make improvements over time based on your established goals. The key is to not rely on one input. Apply the insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Enghouse Interactive

OCTOBER 21, 2020

Training is key – to facilitate change and to make the agents comfortable with the new technologies. Treat Automation like a member of your staff with assigned KPIs, reviews and ongoing re-training. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time.

Self service 76

Self service Contact Center Benchmark Chatbots 76

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. While every business has differences, there are some key benefits of speech analytics that can be useful for your contact center no matter what it’s function. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

NobelBiz

FEBRUARY 14, 2022

This call center KPI can help you figure out how good your service is, how well your team works together, and if an agent needs more training to quickly solve customer problems. That’s why when you are managing the average handling time (AHT), you need look at it very carefully.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Serenova

JUNE 6, 2019

The group also had questions related to support and collaboration for remote contact center agents. While the benefits of at-home agents to a contact center are measurable, managing, training and engaging remote workers has unique challenges. Here too, according to the panel, technology can help.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

OCTOBER 12, 2021

Use chatbots (basic or AI-enabled) to further accelerate the process and only route complex or exceptional issues to highly trained live agents. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it. Implement AI to capture data across the Customer Journey.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

APRIL 13, 2021

Agents can be deployed, commissioned, and trained remotely, while the new and advanced capabilities selectively or broadly deployed as required. No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS.

Contact Center 91

Contact Center Morale Technology Self service 91

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

JustCall

APRIL 5, 2023

Call recording – Calls are recorded for quality and training. Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Vonage Overview Vonage offers a unified communications solution, which is ideal for businesses looking to scale.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80