Customer Experience Management Quality management Schedule adherence 
Playvox
FEBRUARY 20, 2024
Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.
Playvox
FEBRUARY 27, 2023
Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.
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Playvox
JANUARY 25, 2024
Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? It’s also sometimes referred to as quality assurance.
Talkdesk
JULY 16, 2019
What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.
Serenova
APRIL 19, 2020
CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage. Serenova WFM can help minimize administrative effort, improve agent engagement and schedule adherence, and reduce labor costs.
Monet Software
DECEMBER 21, 2018
February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers – one with workforce management software, one without – face the challenges of forecasting and scheduling. August was a “prime” month, as Monet announced the release of an integrated offering with Amazon Connect.
Playvox
NOVEMBER 18, 2021
SaaS providers are responsible for keeping software current, maintaining hardware, managing databases, and ensuring proper security measures are in place. For example, if you already use Playvox workforce management software , adding our quality management module is straightforward and quick. Improved Security.
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