Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

NobelBiz

MAY 9, 2023

Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. However, there are a few general best practices that will increase the likelihood of a successful auto-dialer campaign. Prioritize Customer Experience A.

Best practices 98

Best practices Call Center Gamification Contact center software 98

CSR Inc.

JULY 9, 2017

Supervisors and managers themselves need to be instructed on coaching & training best practices and techniques. Using the wrong metrics – or poorly calibrated data – can end up doing even more harm to your call center than a lack of data. What we tend not to spend as much time on is the training of supervisors and managers.

Call Center 48

Call Center Calibration Management Coaching 48

NICE inContact

JUNE 21, 2016

Letting agents listen and score their calls before talking about them, involving them in calibrations, and listening to top performers helps create a collaborative feeling that improves coaching effectiveness. DO: Hold recurring calibration sessions. Don’t just tell agents about their calls, have a conversation about them.

Calibration 50

Calibration Coaching Contact Center Quality management 50

CustomerSuccessBox

MARCH 28, 2022

But rather a tried-and-tested best practice. This requires hours of calibration and recalibration. CS platform is NOT CRM + Analytics- Presenting the same old wine in a new bottle won’t work! As customer success space advances, the related tech has also seen a huge uptick.

Calibration 52

Calibration SaaS Customer retention Construction 52

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

AUGUST 1, 2017

With built-in analytics and reports, managers can track agent performance to improve effectiveness all around. As Lead for the ShoreGroup Contact Center Advanced Solutions (CCAS) team, Kristian is responsible for the development of ShoreGroup’s Contact Center Best Practices and Deployment Methodologies. Kristian Martell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Focus on the game, not the score… ”.

Call Center 140

Call Center call center software outsourcing Coaching 140

Robert Davis

APRIL 5, 2018

Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. Investments in things like Speech Analytics also struggled because of the costs for licenses AND hardware.

Quality management 52

Quality management Coaching Contact Center Calibration 52