NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes?

Quality management 71

Quality management Analytics Management Contact Center 71

Monet Software

DECEMBER 14, 2018

“A renewed focus on quality management” should be on a lot of resolution lists this year. A quality management program offers a way to take a closer look at what a contact center is doing right, and where improvement is needed. Do you have the right software solution in place? Find out more about Monet Quality.

Quality management 59

Quality management Management Contact Center Best practices 59

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes?

Quality management 62

Quality management Analytics Management Contact Center 62

Monet Software

JANUARY 31, 2019

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Find out more about Monet Quality Management.

Quality management 59

Quality management Management Contact Center Coaching 59

NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Quality management 52

Quality management Call Center Management Calibration 52

Contact Center Pipeline

APRIL 8, 2021

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital interaction tools, greater automation of interaction evaluations and the growing importance of agent engagement and satisfaction.

Contact Center 256

Contact Center Quality management Call Center Technology 256

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. The reason for the market’s reticence to purchase this solution is that it is expensive. AQM is an application provided by speech analytics vendors.

Quality management 69

Quality management Analytics Management Coaching 69

Monet Software

JANUARY 15, 2019

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. You Must Be Clear On What “Quality” Means. “We We need to do a better job” is not quality management. “We

Quality management 54

Quality management Management Scripts Contact Center 54

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?

Quality management 48

Quality management Management Upselling Contact Center 48

Monet Software

OCTOBER 4, 2018

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

Quality management 48

Quality management Contact Center Management Marketing 48

Monet Software

OCTOBER 15, 2018

Your quality management (QM) program runs on data. If you’re not sure the policies you have in place are working, here are five tips to help you collect the best data to boost quality management. Before quality management can work, you need to be very clear on what you hope to accomplish.

Quality management 48

Quality management Management Coaching Surveys 48

Monet Software

JULY 31, 2018

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade. Normal.dotm.

Quality management 48

Quality management Management Analytics Contact Center 48

Monet Software

APRIL 30, 2018

Ready to take your quality management efforts to the next level? But contact centers rise and fall on data, and today’s top quality management solutions can record every call so you get a true picture of how your business is performing. Will the solution be easy to install? Read our free whitepaper

Quality management 48

Quality management Management Wait times Contact Center 48

8x8

SEPTEMBER 18, 2017

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. Read about the SAFE method, coaching and quality management in the contact center in the ICMI Tool Kit: Quality Management in the Contact Center.

Quality management 48

Quality management Contact Center Management Coaching 48

Monet Software

JULY 4, 2018

Do you have a quality management (QM) program? Call Scoring This is perhaps the most critical aspect of quality management, so it is best decided with the participation of as many employees as possible. Without the right software, a quality management program is going to struggle. Normal.dotm. Normal.dotm.

Quality management 48

Quality management Management Coaching Contact Center 48

teleopti

OCTOBER 9, 2018

The combined solution address a need in the marketplace for agile and innovative solutions, delivered from flexible and responsive vendors with a global reach. Teleopti and ZOOM today announced a tight integration of their software products into a unified suite of performance improving tools for contact centers.

Quality management 48

Quality management Contact Center Management 48

DMG Consulting

SEPTEMBER 4, 2020

Contact Center WFO Solutions In the Future. More contact centers will transition to contact-center-as-a-cloud (CCaaS) solutions and other cloud-based applications to gain the flexibility they want. Secondly, WFO solutions are going to come out of the pandemic with stronger demand than they went in. Final Thoughts.

Contact Center 87

Contact Center Analytics Consulting Consulting 87

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

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

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. These Insights can then be applied to customer engagements to provide better solutions, more quickly, helping resolve customer issues or de-escalate contentious situations.

Quality management 40

Quality management Management Best practices Coaching 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

MiaRec

FEBRUARY 14, 2024

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service. If yes, then you are not alone.

Call Center 99

Call Center Contact Center Management Customer Service 99

8x8

OCTOBER 26, 2016

And if you have agents all over the place, you need tools to manage them. Enter Quality Management. With a Quality Management (QM) system, you can measure agent performance and score them objectively without needing to be in the room with them or seeing them physically side by side.

Quality management 48

Quality management Sales Management Contact Center 48

DMG Consulting

APRIL 20, 2020

Pandemic Proves the Flexibility of CCaaS Solutions. If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. April 2020. By Donna Fluss. DMG expects there to be a “new norm,” and the answer to this question will be a little of both.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Contact Center Pipeline

JUNE 11, 2021

Below, Calabrio’s Brad Snedecker discusses quality management solutions, work-from-home (WFH) challenges that QM solves, along with key features, how to get the […]. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Contact Center 147

Contact Center Quality management Technology Management 147

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The complete overview of the current status of quality management among those in the industry is provided in Figure 1 below. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Playvox

NOVEMBER 18, 2021

Those with cloud contact center solutions were able to make the transition quickly. In contrast, contact centers with older, on-premises technology often struggled, and as a result, many organizations fast-tracked their implementation of cloud solutions. What is a cloud solution? Benefits of Cloud Based Contact Center Solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

DMG Consulting

OCTOBER 12, 2022

Question: What’s the difference between real-time guidance and next-best-action recommendations in interaction analytics solutions? can be factored in through integrations with quality management, workforce management, performance management, and human resource systems and other applications.

Analytics 48

Analytics Scripts CRM Quality management 48

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. WEM Solutions with AI for the Win Customers are willing to pay higher prices for good experiences , and agents are a critical part of customer experience delivery.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

FEBRUARY 20, 2024

Let’s talk about solutions and best practices you can leverage to set your remote teams up for success. Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Xaqt

JANUARY 15, 2021

Xaqt Deploys AI-Based COVID Vaccination Solution Summary On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program. Xaqt’s COVID Vaccine Solution can be delivered as a managed service and is platform agnostic.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Monet Software

AUGUST 29, 2018

A cloud WFO solution will be customized to fit your environment, prepared and tested before it is live, and can run parallel with your hardware solution during the actual conversion, so it can continue to function if an issue arises. Check out a short video explaining the benefits of Monet’s Next Generation WFO solution

Schedule adherence 48

Schedule adherence Quality management Contact Center Analytics 48