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Envision
FEBRUARY 7, 2019
Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s impossible for a company to survive without its customers. Still, some believe that great service is just too costly, so they do the bare minimum. But, what these businesses fail to understand is that poor customer service actually costs more. How much more exactly?
Envision
JUNE 14, 2018
Is your Quality Monitoring program the right fit for the Knowledge Workers in your contact center? With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker. agent coaching agent performance contact centers call center quality assurance WFO coach Quality monitoring
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Envision
JANUARY 22, 2019
I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive. There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring
Envision
JANUARY 7, 2019
Many contact centers have a goal of completing a number of quality evaluations per agent per month. What is less often talked about is the timeliness of those evaluations and how long after a call agents typically receive feedback. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
Envision
DECEMBER 13, 2017
Recently I ordered a product online. The experience was safe, easy, price competitive and the item wa s de livered right to my door step. It occurred to me how many things had to go right to create this great custo mer experi ence. Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date.
Envision
SEPTEMBER 28, 2017
No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness. We all desire our agents move to the upper end of the curve where that magic combination of high productivity and quality exists. agent coaching agent performance contact centers call center quality assurance WFO
Envision
SEPTEMBER 22, 2016
Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents
Envision
MAY 19, 2017
As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities. Just consider the evolving relationship between sales and marketing, where roles and dependencies are progressively converging
Envision
AUGUST 14, 2017
Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions? agent coaching agent performance contact centers
Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.
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Envision
OCTOBER 6, 2016
If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees. Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances
Envision
FEBRUARY 17, 2017
Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee. It’s why some of us would even go so far as to have a shirt custom made if we can’t find what we’re specifically looking for. customer experience
Vitalyst
DECEMBER 27, 2017
Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud. customer experience contact centers call center WFO coach Quality monitoring
Envision
OCTOBER 28, 2016
Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more. Unlike former generations (Gen X, Baby Boomers), this group tends to care less about income and more about organizational transparency; less about benefits and more about buy-in; less about PTO and more about work-life balance
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
Envision
AUGUST 19, 2016
Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location. Meanwhile, the latter involves no physical software product and no licensing contract; rather, the product is available to the company on the cloud as a platform that is hosted by a third-party SaaS provider
Envision
NOVEMBER 18, 2016
Patient access teams and contact center agents have more in common than some think. Both represent the front line of customer service; interact with customers at multiple touchpoints of their experiences; and, most importantly, both require mission-critical technology that supports their core functions and priority objectives
Envision
AUGUST 5, 2016
Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing
Envision
SEPTEMBER 9, 2016
We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season. FBI director James Comey deemed Democratic candidate Hillary Clinton “extremely careless” in the way she handled classified information on a private email server as secretary of state.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.
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