Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. Then, it makes your job as the manager tricky.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Dialer 360

NOVEMBER 16, 2018

Else, other reason may be as they wish to inquire about specific product service as they want to avail. What Is A Call Center Service Level? Usually, the service level describes in measurable terms. The services network offering furnishes customer within a given period. Avoid and part of doing business.

Service level 23

Service level Contact Center Schedule adherence Call Center 23

Playvox

JUNE 28, 2022

We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there. When evolving into an omnichannel contact center, it’s easy to forget the need to upgrade the tools you use to manage your most expensive, and valuable, resource: your staff. What Is Workforce Management?

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

DMG Consulting

JANUARY 4, 2023

Retrain all contact center managers, leaders, supervisors, quality management specialists, coaches, and everyone who interacts with agents – training is highly under-rated in many contact centers, but it makes one of the biggest impacts on the satisfaction and retention levels of agents.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them. Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Suffice it to say, remote call center workforce management was gaining steam. Workforce, management and customer experience challenges remain. Flexibility & Scalability. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Playvox

FEBRUARY 2, 2022

While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

MAY 5, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Other than ‘higher pay’, customers often tell me their agents crave ‘more flexibility’ in their job.

Self service 52

Self service Service level Analytics Coaching 52

Playvox

JANUARY 24, 2022

You can’t manage what you don’t measure, so you need to capture customer experience metrics to understand how they evaluate their interactions with your brand. Related Article: How Quality Management Can Help Improve Your Customer Experience. A few examples can be found here. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

CSM Magazine

JUNE 24, 2021

Connectedness benefits everyone, from customers and customer service management to agents themselves. Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Serenova

OCTOBER 24, 2019

In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. And that makes scary customer service potentially more damaging than ever. When the cashier refused, the manager stepped in.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Serenova

JUNE 11, 2019

Workforce management tools can help contact centers deliver these kinds of benefits by optimizing staffing and increasing forecast accuracy so you always have the right number of agents available to meet service levels while improving agent engagement and satisfaction. Connect Performance Management to Purpose.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome. Leverage AI to Transform the Customer Experience.

Self service 98

Self service Contact Center Benchmark Chatbots 98

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center. 2) Inbound Call Center Service Levels. 5) Call Quality.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

Enghouse Interactive

FEBRUARY 5, 2021

Quality management systems. That means that businesses need to ensure that they have the cloud-based solutions in place to monitor, manage, support and report on customer service, wherever agents are based. Finally, ensuring security and compliance is vital – wherever agents are based.

Self service 45

Self service Coaching Chatbots Quality management 45

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. Along with training, it is important to provide timely coaching to your agents.

Morale 90

Morale Contact Center Quality management Coaching 90

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

JULY 10, 2018

For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities. Focus on quality management. Measure performance. Identify key topic areas.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level?

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

NobelBiz

JUNE 4, 2024

Whether you’re a seasoned professional or new to the industry, this article will provide valuable insights to enhance your customer service strategies. What is a Customer Service Call Center? This scalability ensures that businesses can maintain high service levels during peak periods without overstaffing during slower times.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Monet Software predicts in their study that call centers using workforce management systems generally experience a minimum reduction of 2% for staff hours with an average potential savings in the 5-10% range. With workforce management it is generally expected that at least 25% of the time currently devoted to manual input can be saved.

call center workforce 54

call center workforce Call Center Technology Management 54

Taylor Reach Group

AUGUST 23, 2017

We are all familiar with the maxim that “you can’t manage what you don’t measure”, and it is certainly true. Management and their immediate Team Leaders define what those performance standards are. Best practice is for management to be transparent regarding what the performance standards are and why they are important.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. Managers can leverage their personal dashboards to monitor KPI performance and adapt on the fly.

call center software 54

call center software Contact Center Quality management Call Center 54

SharpenCX

OCTOBER 22, 2019

On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. The study showed teams who worked towards a clear, shared set of service KPIs were more engaged and productive at work. While you have your agents top-of-mind, get actionable tactics to coach and develop your team.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Zoom International

NOVEMBER 7, 2018

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Imagine every coaching session, every decision focused on one question: How will this make our customers feel? Improve agent performance.

Contact Center 40

Contact Center Banking Surveys Metrics 40

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. Managers can leverage their personal dashboards to monitor KPI performance and adapt on the fly.

call center software 10

call center software Contact Center Quality management Call Center 10

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52