Contact Center Pipeline
DECEMBER 23, 2016
The following were the 5 most-read Quick Tips in 2016. These are tried-and-true practices that have proven successful for the provider, and which can be implemented across a large variety of operations. Quick Tip: Promote Agents with the Right […].
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. Zion Market Research 2016. ** CFI Group – 2018 Contact Center Satisfaction Index. This valuable data can then be used to proactively offer more relevant solutions to customers.
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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? In summary: Call Recording + Quality Management = Cost Savings. Zion Market Research 2016.
Contact Center Pipeline
SEPTEMBER 6, 2016
Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more.
Beyond Philosophy
DECEMBER 30, 2021
It was a recently introduced idea that built upon the previous wave of change, which I remember was Customer Relationship Management, which replaced Total Quality Management, and so on, and so on. . Since 2016, I have lost 100 pounds, and 55 of them in the past two months. My scale is more balanced. .
NICE inContact
OCTOBER 17, 2018
billion in annual sales (2016). But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. But the Houston-based company was losing sleep over its two contact centers.
DMG Consulting
JUNE 7, 2017
The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. growth rate for both the contact center WFO and WFM sectors, and a 10.7%
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