Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. It’s a great environment for teaching theories, explaining your call center metrics, and reviewing technology tasks where everyone can follow along and ask questions as needed. How do you run a virtual training class?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Playvox

MAY 24, 2022

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. Critical compliance indicators are a key metric for each team.

Big data 72

Big data Construction Banking Coaching 72

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. See a consolidated view of numerical and graphical details about call activities and metrics for selected dates.

Analytics 48

Analytics CRM APIs Contact Center 48

Enghouse Interactive

JANUARY 13, 2021

of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. of the success group are already delivering results from their CX projects, whereas only 64.9%

Contact Center 80

Contact Center Scripts Cloud contact Technology 80

Enghouse Interactive

FEBRUARY 18, 2021

Integrating UC and CC increases internal operational efficiency by ensuring communications flows are smooth, quick, and consistent within the contact center and across departments, along with providing relevant performance metrics. The following recommendations are based on the extensive real-world metrics provided by the leading companies.

Contact Center 83

Contact Center Analytics Self service Finance 83

Serenova

OCTOBER 7, 2020

Macro-manage the customer experience. While it can be frustrating to lose direct visibility into how call center agents are spending their time in a work from home setting, it’s ultimately topline CX metrics like C-Sat and NPS — not any given agent’s keystroke count or time spent browsing Reddit — that speak to your performance.

Call Center 52

Call Center Contact Center virtual call center At home agents 52