NICE inContact

APRIL 9, 2019

Businesses monitor call-takers within their contact center for various reasons, including: Service consistency, such as adherence to quality standards or internal policies and procedures. Agent coaching and development. Call recordings contain valuable insight on customer feelings, preferences and more!

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started. There are a number of steps you can take to prevent burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

SEPTEMBER 16, 2017

It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance.

Sales 48

Sales Customer Service Contact Center CRM 48