Analytics, Coaching, contact center solutions and Quality management

Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Quality management

Quality management Call Center Management Calibration

Call Center optimization: Tools and best practices to increase performance

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices

Best practices Call Center Interactive Voice Response First call resolution

Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching

Coaching Contact Center Quality management Schedule adherence

The best contact center reporting and analytics tools on the market [Guide]

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. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center

Contact Center Analytics Marketing First call resolution

The Future of Workforce Engagement: How to Integrate AI

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center

Contact Center Coaching Real estate Employee engagement

The Transformation of Workforce Engagement Management

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management

Management Enterprise Analytics Contact Center

5 Applications to Boost Contact Center Performance in a Tough Economy

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification.

Contact Center

Contact Center Interactive Voice Response Gamification Quality management

AI in Quality Management: A Game Changer for Contact Centers

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

Quality management Contact Center Management Best practices

Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact

Cloud contact Quality management Contact Center contact center solutions

Taking a Closer Look at How to Rise to the Challenge of COVID-19

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Advanced Reporting & Analytics. WFO solutions deliver data to supervisors in real-time, no matter where they’re located. Advanced Reporting & Analytics.

Schedule adherence

Schedule adherence Contact Center Cloud contact Healthcare

Contact Center Performance: How To Turn Operations Around When Things Are Going Bad?

NobelBiz

AUGUST 3, 2021

In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. The result is an immediate improvement in the quality of the relationship between agents and the workplace environment. You do not have to be sick to recover!

Contact Center

Contact Center Interactive Voice Response Coaching Construction

5 Strategies For Increasing Contact Center Performance

Playvox

MARCH 12, 2023

There is a strong drive to incorporate AI in contact centers to improve customer service and increase overall efficiency. From helping predict customer behaviors and needs to sentiment analysis , AI has the potential to revolutionize the way support centers operate.

Contact Center

Contact Center Gamification Metrics Quality management

AI-Enabled Agent Assessment

Enghouse Interactive

JULY 7, 2021

With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged. The result is that agents will benefit from more time spent being proactively coached, leading to agents being more motivated and engaged.

Scripts

Scripts Coaching Contact Center Call Center

Super-Agents Are Real (Blog #4)

Enghouse Interactive

OCTOBER 21, 2020

Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them.

Self service

Self service Contact Center Benchmark Chatbots

How to Measure the Return On Investment (ROI) of Your Contact Center Solution?

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions

contact center solutions Contact Center voip call center software

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

JANUARY 13, 2021

They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement. See our forthcoming Issues paper for more information.

Contact Center

Contact Center Scripts Cloud contact Technology

Contact Center AI: How It Can Transform Your CX

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. And the list goes on.

Contact Center

Contact Center Quality management Interactive Voice Response Coaching

Super-Agents Are Real (Blog #3)

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow.

First call resolution

First call resolution Feedback Enterprise Contact Center

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Contact Center

Contact Center Technology Cloud contact Coaching

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

JULY 29, 2021

Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. All this while new regulations and obligations rapidly accelerate business process change.

Scripts

Scripts Contact Center Benchmark CRM

Video – See What You’ve Been Hearing

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX).

Contact Center

Contact Center Customer centricity Technology Customer Experience

5 Ways AI and Automation Can Improve Your QM Processes

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? The results?

Quality management

Quality management Coaching Contact Center Calibration

Remote Work: The Art of Keeping your Agents Engaged and Performing

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Contact Center

Contact Center Gamification contact center solutions Coaching

Remote Work: The Art of Keeping your Agents Engaged and Performing

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Contact Center

Contact Center Gamification contact center solutions Coaching

Why A Digital Contact Center Is Essential for Meeting Today’s Customer Expectations

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? It’s a win-win.

Contact Center

Contact Center contact center solutions Multichannel Average Handle Time

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center

Contact Center Analytics Quality management Contact center software

Playvox Workforce Engagement Management Now Available for Dialpad

Playvox

AUGUST 25, 2021

Customer experience technologies exist in an interconnected ecosystem, and customers want unified solutions that seamlessly exchange information and deliver incremental value beyond the sum of the parts. Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center.

Management

Management Agent burnout Contact Center Coaching

Delivering Better Customer Experiences (CX)

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience

Customer Experience contact center solutions Morale Self service

EnghouseUC

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Single-Sourced. Always Accessible. Find out more.

contact center solutions

contact center solutions Contact Center Call flow Quality management

Decoding Customer Sentiment: Beyond Traditional KPIs

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. The key is to not rely on one input. Apply the insights.

Contact Center

Contact Center Best practices Surveys Feedback

Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

DECEMBER 3, 2018

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Use customer experience analytics to quickly identify problems such as excessive hold times or transfers, and then drill down to analyze specific customer journeys.

Customer Service

Customer Service Abandon rate Contact Center Wait times

Top 9 Talkdesk Alternatives & Competitors in 2023

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Autodialer – A remote phone automatically makes calls using an unloaded contact list and connects to a human agent only when the call is received. 5 stars.

voip

voip Interactive Voice Response APIs Contact Center

Key Learnings from the Metrigy Webinar (Blog #4)

Enghouse Interactive

FEBRUARY 18, 2021

There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics. By using that data with predictive analytics, better approaches, more suitable products, offers or solutions can be developed to address those shortcomings.

Contact Center

Contact Center Analytics Self service Finance

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

NOVEMBER 8, 2019

CXone Agent for Salesforce extends the Salesforce Sales or Service Console with embedded workforce management software including schedules, shift activities, as well as quality evaluation information and assigned coaching packets. user rating on App Exchange.

Contact Center

Contact Center Average Handle Time Healthcare CRM