Fonolo
SEPTEMBER 21, 2023
Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data.
Call Design
SEPTEMBER 2, 2021
Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. Pulse surveys are a great way to get that feedback. Small surveys done on a regular basis can help you capture the voice of the employee and respond to them before the small issues become big ones. Dan Smitley.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
JANUARY 11, 2024
Reporting and Analytics No improvement cycle is complete without the ability to analyze outcomes and performance and share reports with teams and business leaders. Deliver a Better Customer Experience A recent Forbes Advisor survey revealed 48% of consumers are willing to pay more for quality customer service.
Aspect
MAY 18, 2020
In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. Working out of the house puts those personal activities within reach — if only they could flex their schedules a bit.
Callminer
APRIL 24, 2020
Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. The key takeaway is to use customer feedback (surveys, social media, etc.) Download our report on how interaction analytics can reduce agent attrition !
Playvox
JANUARY 25, 2024
Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. Understand performance with dynamic reporting features and deeper insights, and deliver consistent and automated coaching tied directly to quality results and customer interaction analytics.
Fonolo
DECEMBER 9, 2021
FACT: According to research from Statista , the majority of employees surveyed believed learning and development is important to career success (76% of Gen Z’s, 61% of Millennials, and 56% of Gen X’s). The Fonolo Portal puts real time insights and analytics at your fingertips so you know where your contact center and agents stand.
Expert insights. Personalized for you.
87 
Let's personalize your content