Verint

DECEMBER 15, 2017

The results of Saddletree Research’s 2017 survey of end users, completed during the third quarter of 2017, reveals the relatively high level of market penetration of quality management in the U.S. Anyone can have a bad day, and only analyzing a small percentage of all calls further adds to the possibility of inaccurate scoring.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Talkdesk

NOVEMBER 6, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Matt Heiss, Peloton’s Director of Sales Operations, filled the room at Talkdesk’s kickoff Dreamforce 2017 session.

Sales 8

Sales Call Logging Construction Coaching 8

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. To improve AHT, quality training and customized coaching should be done. This should not only be limited to call handling and product knowledge , but should also extend to tool familiarity.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78