Comm100
JANUARY 18, 2022
Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. Download: Live Chat Benchmark Report 2022. Download the full Live Chat Benchmark Report 2022. Chat volume per agent increased.
Serenova
MAY 29, 2020
Contact Center Best Practices for 2020. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Serenova
MAY 29, 2020
Contact Center Best Practices for 2020. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.
Spearline
FEBRUARY 2, 2021
Improve your quality management. Assure your customers with an independent quality benchmark. Benchmarks will need to be met against a number of test criteria for each country in order to be certified in that country. Country-by-country benchmarks on audio quality, connection rates and post-dial delay.
NICE inContact
JANUARY 11, 2019
The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.
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. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.
Playvox
JANUARY 13, 2022
The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. billion in 2020. Quality Management (QM) Solution. Traditional quality assurance measures are good but by the time an issue is revealed, your customer experience has likely already paid the price.
Expert insights. Personalized for you.
52 
Let's personalize your content