Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Before you can cultivate top talent, though, you have to identify your top performers. Identifying top talent starts with the right key performance indicators (KPIs). Do they reveal truly exceptional performance?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

AWS Machine Learning

MARCH 11, 2024

For more than two decades, VistaPrint has empowered small businesses to quickly and effectively create the marketing products – from promotional materials and signage to print advertising and more – to get the job done, regardless of whether they operate in-store or online. Transform the data to create Amazon Personalize training data.

Personalization 91

Personalization Engineering APIs Advertising 91

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Agent performance can make or break your contact center’s key performance indicators (KPIs) and the overall CX. However, the two main components are Quality Management and Workforce Management. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

C3Centricity

FEBRUARY 13, 2024

Businesses that embrace these practices not only enhance their products and services but also craft exceptional customer experiences, setting themselves apart from the competition. For instance, Toyota, through its Kaizen philosophy, has seen a significant reduction in production costs and an increase in vehicle quality.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

CSM Magazine

MARCH 6, 2024

Collecting employee performance data can help identify improvement areas and set achievable goals for the future. Work Patterns One of the immediate benefits you’ll notice with employee productivity tracking software is getting a clear view of how work gets done in your organization. It’s all about using time wisely.

industry standards 52

industry standards Benchmark Coaching Accountability 52

AWS Machine Learning

APRIL 3, 2024

Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. The model uses correlations across modalities to improve performance on these tasks compared to individual modal embeddings.

Engineering 98

Engineering Accountability Education Metrics 98

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. What’s on their mind? What do they love doing outside of work?

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Call Design

JUNE 29, 2020

The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams. Without the right management, even the best contact centres will suffer.

Management 202

Management Coaching Consulting Consulting 202

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. Learn more about the Stevie Awards at [link].

Contact Center 105

Contact Center Technology Sales Management 105

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Product knowledge and sales tactics are important, but they’re simply not enough. Those emotional factors will heavily influence a person’s commitment, resilience and, ultimately, their performance.

Sales 73

Sales Coaching Personalization Surveys 73

TeamSupport

JULY 31, 2023

The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed?

Customer Support 97

Customer Support Metrics Coaching Marketing 97

AWS Machine Learning

APRIL 2, 2024

Developers using Hugging Face can now optimize performance and lower cost to bring generative AI applications to production faster. Reach out to your AWS Account Manager or submit your request. About the authors Shruti Koparkar is a Senior Product Marketing Manager at AWS.

Accountability 84

Accountability Marketing Personalization Management 84

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. As managers, you need to be aware of your agents’ performance to ensure a good customer experience.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

AWS Machine Learning

FEBRUARY 27, 2024

Axfood has been using Amazon SageMaker to cultivate their data using ML and has had models in production for many years. Lately, the level of sophistication and the sheer number of models in production is increasing exponentially. The model will be approved by designated data scientists to deploy the model for use in production.

Best practices 110

Best practices Engineering Scripts Analytics 110

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics.

Self service 85

Self service Management Coaching Contact Center 85

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Playvox

MAY 11, 2023

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. The person who leads these teams plays a fundamental role in the management and work of all the teams.

Management 89

Management Contact Center Coaching Employee engagement 89

AWS Machine Learning

OCTOBER 19, 2023

From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. Many companies currently depend on human moderators or respond reactively to user complaints to manage inappropriate user-generated content.

APIs 105

APIs Best practices Advertising Accountability 105

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we analyze top performers in our organization to arrive at data-driven requirements instead of relying on logical guesses?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. The Contact Center Guide to Managing Spikes in Call Volume. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. Be strategic in your workforce management, or scheduling.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. So, how do you manage call surges during unanticipated high-traffic periods? Wondering how can you avoid call chaos and optimize your team performance? Individuals can connect over the phone to learn more about products, services, special offers, and discounts.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

AWS Machine Learning

DECEMBER 19, 2023

However, putting an ML model into production at scale is challenging and requires a set of best practices. Many businesses already have data scientists and ML engineers who can build state-of-the-art models, but taking models to production and maintaining the models at scale remains a challenge. It’s much more than just automation.

Analytics 101

Analytics Engineering Government Best practices 101

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Elastic Compute Cloud (Amazon EC2) accelerated computing portfolio offers the broadest choice of accelerators to power your artificial intelligence (AI), machine learning (ML), graphics, and high performance computing (HPC) workloads. times larger and 1.4 times faster than H100 GPUs.

Enterprise 101

Enterprise Technology Personalization Management 101

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Product knowledge and sales tactics are important, but they’re simply not enough. Those emotional factors will heavily influence a person’s commitment, resilience and, ultimately, their performance.

Sales 64

Sales Coaching Personalization Surveys 64

aircall

OCTOBER 13, 2022

Savvy operations managers have a nose for finding ever-smarter ways to improve operations management. Where others navigate obstacles with clunky workarounds, ops managers see an opportunity for leaner processes. First, What Is Operations Management? Ops managers can be the unsung heroes of progress. That’s a lot!

Management 118

Management Sales Consulting Consulting 118

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

AWS Machine Learning

FEBRUARY 13, 2024

They offer a large assortment of over 50,000 products across 1,000 brands, and are operating in more than 500 cities and towns. We were facing the following challenges to operate their existing setup: With the continuous introduction of new products, the computer vision model needed to continuously incorporate new product information.

Engineering 97

Engineering Gamification Scripts Big data 97

Global Response

MARCH 26, 2024

While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. This includes GDPR for data protection and ISO certifications for quality management.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59