Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Agent morale can also be impacted by inconsistent feedback on performance. Research supports this statement.

Morale 90

Morale Contact Center Quality management Coaching 90

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

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

Playvox

MARCH 12, 2024

Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself. This doesn’t mean giving out empty praise or insincere feedback. They are also more likely to stay with the company for the long term.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. Some agents arrive knowing how to accept and incorporate feedback. Be sure not to overwhelm agents with feedback.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

COPC

MARCH 11, 2024

By guiding them through a personalized experience, you can better engage them and set them up for success. Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 49

Quality management Management Scripts Call flow 49

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

MiaRec

JANUARY 15, 2024

AI-Driven Agent Feedback and Coaching : Our AI-powered solutions will not only score calls but also provide invaluable feedback and coaching for agents. This personalized approach will empower your team to excel in customer interactions. And that's just the beginning!

Coaching 52

Coaching Scripts Feedback Contact Center 52

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CX Global Media

FEBRUARY 28, 2019

Here is an edited transcript of my interview with Al Cook: Jim Rembach: Hey, this is Jim from the Fast Leader Show and Call Center Coach and I’m here with Al Cook of Twilio. How do we surface what they need to be focusing on to help coach their team, to help quality manage their team? Al Cook: Well, thanks Jim.

Contact Center 250

Contact Center Coaching Call Center Technology 250

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development. How do you make coaching conversations more effective?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. How Managers Communicate With Agents Your managers’ communication style and abilities can help your customer service agents’ sense of well-being and engagement — or damage them. Only 26% feel the feedback they do get helps them do better work.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

MAY 1, 2020

Provide Continuous, Individual Feedback. Remote work environments can make performance monitoring, coaching and feedback challenging because the natural, ongoing interactions between supervisors and agents are missing. Quality management tools can provide much-needed efficiency. Avoid Micromanaging. Keep It Real.

Morale 98

Morale Coaching Contact Center Quality management 98

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

SharpenCX

NOVEMBER 10, 2020

Then, put the performance data to work in your coaching and training plans. Coach your agents frequently and make it a priority to check in with them daily. Read Next] Fit coaching into your daily workflow with Sharpen’s Quality Management tools. Step #4: Keep the customer journey personal.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Playvox

FEBRUARY 1, 2024

The Crucial Role Of Customer Sentiment In Data-Driven Decisions The most valuable customer insights for improving CX come from the emotions behind positive feedback, negative feedback, and every other customer communication—across all interactions and on all channels. I waited five minutes to talk to a live person.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Quality management 55

Playvox

MARCH 29, 2022

WEM unleashes the X factor of agents that are empowered, happy, and working towards personal and team goals, transforming average contact centers into best-in-class performers. A WEM suite includes the core modules of Quality Management (QM), and Workforce Management (WFM). The Digital Era of WEM. A Holistic View.

Management 60

Management Contact Center Coaching Quality management 60

CSM Magazine

APRIL 25, 2023

Spotlight Personal Strengths Personal traits and strengths can drive behaviours that can result in positive customer outcomes such as enhanced customer satisfaction ratings, greater customer loyalty and ultimately, new sales. Then sit back and watch personal belief, performance, and engagement levels soar.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

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 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

JUNE 5, 2020

With childcare centers and schools closed, navigating the challenges of trying to work productively in shared spaces can mean managing relationships, (often increasing) responsibilities, schedules and personal wellbeing. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

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

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA delivers clear, quantitative feedback agents can build on. Call review and coaching sessions contribute to team building.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

DECEMBER 13, 2022

Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. If only one person is practicing interaction avoidance, the impact is fairly small. In turn, you’ll likely see undesirable feedback increasing when you analyze customer sentiment. Claiming IT issues with their systems.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

JANUARY 24, 2022

What’s more, customers expect to have a consistent experience where they are recognized across all interaction channels — whether digital, in person, or voice. In the age of digital disruption, customers now expect effortless and personalized omnichannel experiences, or they will likely take their business elsewhere.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

NOVEMBER 19, 2019

I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees. We first acquired TelStrat in 2017 and subsequently released our first product on that technology, which integrates CxEngage into CxEngage Quality Management (CxQM).

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

NobelBiz

JUNE 4, 2024

Integrate Your CRM with the Call Center Integrating your CRM with your call center system allows for better customer data management and more personalized service. Agents can greet customers by name, reference past interactions, and provide more personalized service, all of which contribute to higher customer satisfaction and loyalty.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Serenova

APRIL 10, 2020

Attrition may even increase under the weight of personal stress, leaving contact centers with fewer agents to handle more calls. The increasing threat of the COVID-19 outbreak has made personal safety and health paramount for contact centers. Agents receive actionable, immediate coaching that allows them to course-correct in real time.

Contact Center 85

Contact Center Benchmark Government Coaching 85

Callminer

NOVEMBER 18, 2020

You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Audit work through quality management programs that reflect the optimal customer experience. Next, it’s just terrible manners.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

DMG Consulting

JULY 26, 2018

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. If possible, have the lead QA person deliver this module so new agents get acquainted with them.).

Best practices 48

Best practices Call Center Calibration Gamification 48