Analytics contact center workforce Customer Service Feedback 
Aspect
JULY 15, 2020
Some organizations even resorted to agents using their personal cell phones as tools of customer service. Service suffered, but many organizations found that sending agents home could not only work , but in fact, work quite well. . O rganizations simply did the best they could.
NobelBiz
MARCH 26, 2024
It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.
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Playvox
JANUARY 25, 2024
It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).
Monet Software
SEPTEMBER 24, 2020
By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. QA delivers clear, quantitative feedback agents can build on. Here’s how. #1
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CSM Magazine
OCTOBER 15, 2018
oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’.
Verint
JUNE 2, 2015
CRMXchange Virtual Conference: Quality Assurance and Analytics. Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality.
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