NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort.

Quality management 64

Quality management Analytics Management Contact Center 64

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live Calls help you Win the Game Today. Recorded Calls help you Have a Great Season.

Quality management 52

Quality management Call Center Management Coaching 52

MiaRec

AUGUST 6, 2023

Transforming quality management in the contact center ? Leveraging generative AI and Machine Learning in the contact center Polyakova provides an insightful look at the next 12 months of MiaRec’s products and features roadmap, and the valuable benefits to customers and partners that they entail.

Analytics 52

Analytics Call Center Quality management Contact Center 52

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. Customers have higher expectations than ever before, and call centers are finding it more and more difficult to live up to those expectations.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 99

Contact Center Analytics Marketing First call resolution 99

MiaRec

NOVEMBER 16, 2022

In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence.

Call Center 83

Call Center Analytics Contact Center Sales 83

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Uniphore

JULY 1, 2021

It then used the stories it collected, along with key statistics and supporting research, to create an illustrative snapshot of call center life. Jacada reports that contact center employees are increasingly resorting to social networks to both vent out and seek help from peers. Register Now.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

JustCall

NOVEMBER 24, 2022

I wish all contact center employees were like them.” ” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. This is the essence of a call center quality assurance.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

The Northridge Group

APRIL 22, 2020

This allows them to maintain their objectivity and dedicate the resources required to consistently evaluate a statistically valid sample of interactions and continuously identify new call center monitoring standards, share best practices, evaluate trends, and prioritize action plans. Better Together.

Analytics 82

Analytics Contact Center Best practices Call Center 82

NobelBiz

FEBRUARY 15, 2023

You must assist the call center in ensuring the accuracy of its quality measurement procedures. Calibration sessions serve this purpose for call centers. This article decodes the function and best practices for call calibration. A calibration session brings together all call center supervisors and managers.

Calibration 52

Calibration Call Center Call Logging Quality management 52

8x8

FEBRUARY 21, 2019

Likewise, you’ll want to map out your destination when using speech analytics. what call center and broader business improvements would you like to target? Speech analytics provides business intelligence by uncovering content that otherwise might not be discovered. Where are you headed—i.e., Let’s Get Started!

Analytics 85

Analytics Contact Center Metrics Quality management 85

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Monet Software

SEPTEMBER 10, 2020

This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Flexible, integrated scorecards and robust analytics make it easier to determine where empathy may be failing. Is a particular manager not explaining an updated process clearly, leaving the team feeling tentative?

Call Center 71

Call Center Personalization Scripts Morale 71

Voxjar

JUNE 8, 2021

Your search for the best quality assurance software for your call center can get overwhelming, fast. While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision.

Call Center 51

Call Center Analytics Enterprise Sales 51

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center. Seeing all interactions reveals the big picture of what is really happening in your contact center.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

NICE inContact

JANUARY 28, 2019

We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . Tips for building a contact center quality scorecard .

Call Center 54

Call Center Contact Center Quality management Analytics 54

NICE inContact

JULY 8, 2020

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Quality management 62

Quality management Contact Center Management Best practices 62

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Components of Workforce Optimization Workforce optimization for contact centers has many different components.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Monet Software

MARCH 5, 2018

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly. We could have told you that.

Analytics 48

Analytics Surveys Customer centricity Contact Center 48

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Meet Our Panel of Call Center Experts: Nenad Cuk.

call center software 210

call center software Call Center Contact Center Analytics 210

Voxjar

DECEMBER 20, 2017

In the mid-1950’s computer-based systems replaced the manual process of routing phone calls. This system was called the Automatic Call Distributor (ACD) and was the innovation that finally enabled the very first call centers. Primitive Call Centers. The Term “Call Center” is Coined.

Call Center 45

Call Center outsourcing CRM Quality management 45

Hodusoft

JUNE 17, 2021

Call recording software captures the audio recordings of telephone conversations over a Voice over IP (VoIP) or public switched telephone network (PTSN). While call recording is used by most call centers, there are several ways to implement it ranging from server-based to cloud-based strategies. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

JustCall

OCTOBER 22, 2023

The easiest way to do so is by tracking and analyzing customer behavior through contact center interactions. Keeping track of call center metrics and statistics seems like a daunting task. Challenges in Tracking and Measuring Contact Center Performance Tracking all relevant contact center statistics is easier said than done.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

NOVEMBER 7, 2023

The second is by expanding their CCaaS functionality to include WEM applications for recording, quality management, workforce management, and interaction analytics. Call Center Studio, an emerging vendor and new participant, is covered at a higher level.

Consulting 59

Consulting Consulting Contact Center Marketing 59

MiaRec

JANUARY 9, 2023

Call centers have long used manual call scoring to ensure quality assurance. But with advances in AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers.

Best practices 82

Best practices Analytics Contact Center Call Center 82

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

COPC

SEPTEMBER 30, 2022

RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. began by helping call centers improve their performance. First awarded this prestigious recognition in March 2021, COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights.

Analytics 36

Analytics Quality management Contact Center Management 36

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Speech analytics is used to elevate insights within the organization to continuously improve and support the organization’s customer experience program. Opportunity abounds.

Analytics 34

Analytics Airlines Quality management Contact Center 34