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 monitoring from your supervisors and/or your QA areas is like in-game coaching. Live Calls help you Win the Game Today.

Quality management 52

Quality management Call Center Management Coaching 52

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?

Quality management 48

Quality management Management Upselling Contact Center 48

Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world, customer experience centers have become the heart of modern businesses. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Management 57

Management Agent burnout Contact Center Coaching 57

Enghouse Interactive

AUGUST 13, 2018

Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Is it that it wants to cross-sell and upsell to the customer?

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40

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 54

Customer Service Abandon rate Contact Center Wait times 54

Verint

APRIL 19, 2016

What’s more, traditional quality programs don’t provide organizations with the responsiveness needed to affect change.

Analytics 23

Analytics Upselling Quality management Coaching 23

NobelBiz

MARCH 23, 2022

What analytics do you offer? Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. Learn every about Managing CCaaS Expectations vs Reality.

contact center solutions 52

contact center solutions Contact Center voip call center software 52