Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? MULTICHANNEL EVALUATION One of the biggest growth areas, Snedeker says, is the expansion from traditional telephony evaluations to incorporate additional types of contacts, including email, instant messages, video chat and […].

Multichannel 100

Multichannel Quality management Contact Center Management 100

VocalCom

MARCH 12, 2018

To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Contact Center Pipeline

OCTOBER 17, 2017

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients.

Employee engagement 127

Employee engagement Agent Empowerment Customer Service Multichannel 127