Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? 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

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 40

Quality management Management Scripts Call flow 40

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

COPC

MARCH 11, 2024

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? Do new hires feel confident in managing their workload and responsibilities? How can I make sure this is true?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

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)? WFM is a set of processes that helps optimize employee productivity. But what makes WFO different from WFM? Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 12, 2023

Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. 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. Giving Feedback and Recognizing Agent Successes.

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. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Ticket volumes and customer feedback are way up in the last few years. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

JUNE 9, 2021

But many will continue to offer a hybrid model to employees, with flexibility to allow remote work as desired. The expansion of remote work has altered how companies manage employees. Remote work can be great, but as a manager, managing remote teams is also a new stressor for many. Create a culture of connection.

Management 67

Management Contact Center Employee engagement Engineering 67

Monet Software

NOVEMBER 6, 2019

These challenges can contribute to high turnover and employee disengagement, causing your employees to become indifferent to the company, withholding their best ideas and efforts. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Provide Flexibility.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

DMG Consulting

APRIL 14, 2023

They generally come with an analytics-enabled quality management (AQM) application to automate the quality management process, and real-time guidance (RTG) to provide agents with alerts, best practices, and knowledge articles to handle customer interactions correctly.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! 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.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

SEPTEMBER 30, 2021

The system tracks your movements and provides feedback and points based on how well you’re keeping up. You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. In a contact center environment, feedback to agents should be hourly or at least daily.

Gamification 52

Gamification Call Center Contact Center Coaching 52

CX Global Media

FEBRUARY 28, 2019

There is not a single decision that I as a product manager have made that you cannot override, you cannot disagree with there’s nothing that you can’t tear apart and put together in different ways. How do we surface what they need to be focusing on to help coach their team, to help quality manage their team?

Contact Center 250

Contact Center Coaching Call Center Technology 250

Monet Software

MARCH 4, 2021

1 Efforts to garner employee input increased. No one had all the answers in 2020—not call center executives, workforce managers or agents themselves. Although this was often frustrating, many leaders solicited more feedback and ideas from all corners, including from frontline employees. 2 Employee engagement improved.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. What is Call Center Quality Monitoring?

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

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.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

AUGUST 3, 2020

IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement. IA Challenges.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. 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. Welcome to the Evolution.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. What is Call Center Quality Monitoring?

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67

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. In short, you need a solid employee engagement program. Implement A Full Quality Monitoring Program. Prevention is key.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. Smarter approach to Workforce Engagement Management (WEM) leads the way.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Playvox

SEPTEMBER 7, 2021

From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Support Operations Manager. At Playvox, we prioritize what matters most to our customers — just like you do in your contact center!

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Playvox

AUGUST 15, 2022

According to the research: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. What Is The Future Of Contact Center Remote Work?

Contact Center 77

Contact Center Gamification Surveys Management 77

Call Design

OCTOBER 20, 2020

Your agents will need a clear idea of exactly when they are expected to be on the clock, and your management team needs to provide the schedules to their teams promptly. An automated scheduling tool not only simplifies this process for your management teams, but it also gives your agents access to their schedules at any point.

Surveys 78

Surveys Consulting Consulting Feedback 78

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. Modern technology allows for an Automated Quality Management (AQM) process that provides more fairness for agents and is more useful to supervisors.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

Customer Guru

MARCH 7, 2018

Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. Employee engagement, customer journey mapping, omnichannel customer experience, win/loss analysis, and customer success are a few of her many areas of expertise. What is your vision around CX at your company?

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

JustCall

APRIL 5, 2023

Call recording – Calls are recorded for quality and training. Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Avaya Overview Avaya offers comprehensive phone and calling features for businesses of all sizes.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Hodusoft

NOVEMBER 29, 2022

The Five9 Intelligent Cloud Contact Center is a subscription model contact center software that’s loaded with a wide range of features, making it one of the best customer experience management platforms. The software is easy to use and scores high in user satisfaction.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98