NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. Advanced Reporting & Analytics. Advanced Reporting & Analytics. Customer-first Support. Global Scalability.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development. How do you make coaching conversations more effective?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

NICE inContact

NOVEMBER 8, 2019

When Swisslog Healthcare implemented NICE inContact CXone Agent for Salesforce, they reduced their wait times by 30%! Swisslog Healthcare Case Study AppExchange Mavericks: Unify the agent experience with NICE inContact CXone, AppExchange Mavericks: Unify the agent experience with NICE inContact CXone, CXone Agent for Salesforce.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10