NICE inContact
JUNE 17, 2019
If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.
NICE inContact
JUNE 17, 2019
If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.
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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 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.
JustCall
NOVEMBER 24, 2022
So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. This is the essence of a call center quality assurance. What is the Relevance Of Contact Center Quality Management i n a Call Center?
Playvox
APRIL 4, 2023
According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset.
Serenova
NOVEMBER 19, 2019
We first acquired TelStrat in 2017 and subsequently released our first product on that technology, which integrates CxEngage into CxEngage Quality Management (CxQM). ProScheduler will immediately become part of Serenova’s contact center portfolio and will be integrated into the CxEngage platform in the first half of 2020.
Customer Centric Support
FEBRUARY 13, 2017
A Customer Service Vision Statement is your opportunity to bridge this gap, and channel purpose into everything from quality management, to coaching conversations, to rewards and recognition. As leaders, use the statement often in coaching conversations, team meetings, and as part of quality assurance.
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