Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. It also could be a sign that the agents are overworked.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

MAY 1, 2020

What separates an engaged and productive employee from a disengaged and burned out one? According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. Recognition is one antidote.

Morale 98

Morale Coaching Contact Center Quality management 98

JustCall

NOVEMBER 24, 2022

” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. It is also about delivering higher revenue, higher productivity, and better agent performance. This is the essence of a call center quality assurance.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

CSM Magazine

DECEMBER 15, 2022

If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

CSM Magazine

OCTOBER 10, 2023

The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide. The theory goes that a shorter AHT is a helpful indicator of agent productivity because the more interactions agents handle, the more customers they serve.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

JUNE 22, 2023

Calabrio ONE seamlessly unifies workforce optimisation, agent engagement, and business intelligence solutions into the only enterprise-grade, true-cloud workforce performance suite. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Serenova

AUGUST 11, 2020

Yet, elevating customers’ perception of your brand and their experience with your business and products remains elusive, with all but the elite falling short of expectations in one area or another. How important are call center agents on brand perception, you ask? What is a Call Center Agent? Source: Statista.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

CSM Magazine

APRIL 18, 2023

Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

LiveVox

APRIL 1, 2020

11 Ways A CRM Benefits the Remote Contact Center As a contact center leader, your top priority when transitioning onsite agents to work from home is to keep them productive & connected. But that isn’t the only challenge.

CRM 53

CRM Contact Center Quality management Management 53

Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. You’ve worked hard to build a team of great agents, who have grown used to a remote or hybrid environment — and they’re not ready to give it up yet. Lindsey J., Lindsey J.,

Contact Center 84

Contact Center Transportation Management Feedback 84

Monet Software

MARCH 10, 2021

Will remote agents continue to represent a significant proportion of the call center workforce? Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? Suffice it to say, remote call center workforce management was gaining steam. Among them: Talent Pool. Employee satisfaction.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Spearline

FEBRUARY 17, 2022

Increased incidents of latency in call centers negatively impact call quality, frustrating both agents and customers. In the gaming industry, latency isn’t just annoying, it affects the user’s experience and the perceived quality of the game. Today’s users have very high expectations regarding the quality of phone calls.

Telecommunications 96

Telecommunications Call flow voip Surveys 96

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. This week, we announced new products and capabilities that help companies of all sizes move at this new speed of business.

Analytics 91

Analytics Enterprise Contact Center Quality management 91

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement.

Quality management 40

Quality management Analytics Coaching Enterprise 40

Callminer

FEBRUARY 21, 2018

This information (incoming calls number, number of incoming calls, outgoing call numbers, number of outgoing calls, number of agents, etc.) The downside to not doing this is that it becomes much harder to historically analyze how your agents have performed, especially when you are testing new models or setting up a new office.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. The new product also unlocks insights for planning, performance and wider workforce engagement.

Analytics 52

Analytics Self service Best practices Quality management 52

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. However, the role of the agents working in them is rapidly changing.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Enghouse Interactive

JULY 7, 2020

Blog #2 Microsoft Teams Drives Agent Productivity. This blog will focus on how it helps enhance agent productivity. Providing Quick Access to Information Helps Improve the Agent’s Experience. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. On the face of it, the research findings are good news for contact centers and their agents. But there’s more to it.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

JANUARY 13, 2022

The days of clients only being able to call your customer service agents between 8 a.m. Cloud contact center teams can quickly connect with clients on platforms such as WhatsApp and Facebook Messenger. Visitors to your company’s website can use the live chat function to talk with your agents in real-time. are long gone.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Such solutions help your business deliver quicker and higher quality services to customers without engaging too many call agents.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

CSM Magazine

FEBRUARY 7, 2023

Seek Out the Win-Win Opportunities There are investments that can be made that have a positive impact on CX and operational productivity. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. So regardless of how the economy pans out, you’re covered.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Serenova

MARCH 10, 2020

It creates the first-ever platform focused on delivering unified, cloud-ready, omnichannel experiences for highly connected workplace collaboration and deeper customer engagement. Video delivers the human connection most digital channels can’t, and amps up a phone interaction with an agent.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

AUGUST 11, 2020

Yet, elevating customers’ perception of your brand and their experience with your business and products remains elusive, with all but the elite falling short of expectations in one area or another. How important are call center agents on brand perception, you ask? What is a Call Center Agent? Source: Statista.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

NobelBiz

FEBRUARY 15, 2023

It measures at how well each agent does on their own so that the training and evaluation processes can be changed. It sets up the framework for a common customer relationship reference point between the company and the call center, so that the two won’t have different ideas about what “quality” means.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Aspect

SEPTEMBER 21, 2018

So, what is driving the desire to offer more work from home opportunities for customer service agents? . Growth can drive the need for additional agents, and with that the need for expanded footprints. Agent preferences. 88% of agents want a flexible work schedule that they can determine. Define the Agent Profile.

At home agents 78

At home agents Coaching Gamification Metrics 78

Spearline

FEBRUARY 17, 2022

Increased incidents of latency in call centers negatively impact call quality, frustrating both agents and customers. In the gaming industry, latency isn’t just annoying, it affects the user’s experience and the perceived quality of the game. Today’s users have very high expectations regarding the quality of phone calls.

Telecommunications 52

Telecommunications Call flow voip Surveys 52

CSM Magazine

APRIL 22, 2021

Delivering exceptional customer experiences comes down to giving more – including ensuring agents receive the same level of TLC as customers, introducing best practice processes and deploying the right technology. Power your super agents – the journey to wowing customers starts with wowing frontline staff.

Analytics 52

Analytics Best practices Chatbots Self service 52

Global Response

MARCH 26, 2024

This includes GDPR for data protection and ISO certifications for quality management. Your teams should be able to connect via email, video conferences, project management software, and live chat. LET’S CONNECT Tip #2: Ensure comprehensive SLA documentation. Ready to perfect your CX?

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. New Prospects – hear a standard greeting, and are provided product news flashes, promos, and helpful suggestions to ensure their experience is a positive one.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Monet Software

DECEMBER 21, 2018

We were proud to announce the official release of our Workforce Management (WFM) solution for Salesforce, which integrates easily with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. Another award so soon?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Aspect

AUGUST 16, 2019

These exceptional customer experiences can come from both front-line agents and from back-office team members. Accolades in the Aspect Connects Newsletter. Brian has been very instrumental leading operations with the interface of Christus Health TLRA’s existing Aspect solution and their new Aspect Quality Management integration.

Engineering 64

Engineering Quality management Customer Experience Management 64

NobelBiz

AUGUST 3, 2021

Team Management: how dedicated are your agents? Your agents’ lack of devotion to the company and supervisors has a detrimental influence on your performance. is accurate and the stressful environment that plagues your teams has a negative impact on your company’s productivity and clients.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Customer Service Life

MAY 15, 2017

Their advanced reporting allows customer service leaders and quality managers to see how often certain macros are being used and how often they’re being customized or even completely changed. Shaving time off phone calls without sacrificing the connection with the customer is definitely a win. NextCaller. HelpSocial.

Technology 74

Technology Customer Service Contact Center CRM 74