Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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

JustCall

JANUARY 19, 2023

Organizations use this data to personalize service and track each customer’s journey. With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. This is where call center quality management can help.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Monet Software

APRIL 24, 2020

Remote workforce managers don’t have the ability to “feel” when their team is firing on all cylinders, but real-time analytics and live and recorded call monitoring can more than fill the gap. For more information about these elements, download our whitepaper on employee engagement here. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Enghouse Interactive

APRIL 30, 2021

Reduced friction/conflict in the workplace – lowering employee grievances and staff turnover. Improved personal physical and mental health. Another tip was for agents and managers to put themselves in the position of the person they were talking to, in order to better understand their motivations and frustrations.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Talkdesk

JULY 16, 2019

Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

MARCH 19, 2024

Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends. What Is Contact Center AI? And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 27, 2023

The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity. By analyzing metrics such as interaction volume, hold times, and First Contact Resolution rates, contact center managers can identify patterns and address underlying issues.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Avaya

JUNE 18, 2018

Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations. It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments. It provides simple interfaces for non-technical users.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Enghouse Interactive

OCTOBER 12, 2021

Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance. This ensures that the inbound calls always reach the correct person/department.

voip 52

voip Interactive Voice Response APIs Contact Center 52