Full Speed Ahead with Analytics and Automation

Verint

These calls had the highest average handle time (AHT)—more than 19 minutes per call. Use performance management scorecards as a management framework to drive improvements in sales conversions. The organization uses advanced scorecards with custom key performance indicators (KPIs) to provide all agents with a single, standardized view of their performance so they can track, manage and improve the quality of their work.

Are You Using All That Workforce Optimization Has to Offer?

Verint

Use Automated Quality to Evaluate Interactions. Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc.,

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Five Coaching Tips For Contact Center Agents that Work

Playvox

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Agent coaching has long been a method for improving contact center performance and the customer experience.

Five Signs That It’s Time for a Fresh Start With Quality Management

Monet Software

Do you have a quality management program? If you’re not sure where you stand on quality management, here are five signs that a fresh start might be recommended. Quality management starts with the establishment of specific performance goals that hold agents accountable for their achievement. Everyone isn’t on the same page Sometimes contact center performance metrics and quality guidelines get in each other’s way.

Four Reasons Why Your Coaching Efforts Aren’t Working

Monet Software

The college and pro football regular seasons are wrapping up, and every year that means one thing – some coaches will be out of a job. Coaching is important, whether you run a football team or a contact center. And if you’re not getting the most out of your coaching efforts, it will impact customer service. We’re not suggesting that anyone get fired – but we do think it’s inherent on coaches to not fall into a rut. And coaching needs to get them there.

Coaching — Medicine for the Contact Center

NICE inContact

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics.

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics.

EvaluAgent to Shake up the Contact Centre AI Market with the Launch of Conversation Analytics

CSM Magazine

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Every time.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Every time.

New Ways to Think About Contact Center Quality Monitoring

NICE inContact

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits. The Role of Quality Management.

Call Center Improvement Strategies that Work: 4 Ways to Offer your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises

SharpenCX

The thrilling time we went skydiving. This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways.

The Morale Doctor is In

Monet Software

If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it. It develops silently over time. Unusually negative reactions to managers and coworkers. Suggest stress management techniques.

High Performance Contact Centers Begin With the Right WEM Suite

Playvox

Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. Related Article: What is Workforce Engagement Management (And Why It Matters). What is Workforce Engagement Management (WEM)? What are Workforce Engagement Management Tools?

Monitoring Quality Across all Contact Centre Channels

Enghouse Interactive

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. Historically, most have focused on ‘nuts and bolts’ metrics like average handle time, how many calls are processed per day and what channels did they come through. Is it that the business wants a fast transit time?

Why You Need to Measure Customer Experience in Your Contact Center

Playvox

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

What is Call Center Performance Management?

Talkdesk

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. That’s where leveraging contact center performance management software can help.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center. If you managing the conversion rate of inbound calls to sales, it will allow you to see a greater ROI. 5) Call Quality. 6) Average Handling Time.

A 5-point plan for the new era of Customer Experience Intelligence

teleopti

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. This information would later be analyzed by managers to assess how staff were performing and what could be improved.

A 5-Point Plan for the New Era of Customer Experience Intelligence

CSM Magazine

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. This information would later be analyzed by managers to assess how staff were performing and what could be improved.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

If we generated every possible report, not only would we never have enough time to read, review and understand the reports, but we would likely increase confusion and ambiguity regarding the centers’ performance. We are all familiar with the maxim that “you can’t manage what you don’t measure”, and it is certainly true. The ‘C Suite’ does not need to know which Agent has the lowest quality score or the highest FCR rate. Login time. Available time.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Failing to take the necessary time to involve input from all areas when developing the business requirement documentation for the software.

Don’t Let your Customer Service Experience Suffer: Give Agents Better Visibility into Metrics and Daily Progress with 3 Sample Call Center Wallboards and Dashboards

SharpenCX

On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. If you’re not making metrics and real-time data clear and digestible for your team, you’re putting your customer service experience at risk. In fact, researchers found that companies who clearly communicate and remind employees of their purpose have stock prices 12 times higher than their competitors. Use trend lines to show how your CSAT changes with time.

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).

How Can You Increase Your Contact Center Service Level?

Dialer 360

For instance, the service level of 95% would achieve 9/10 calls; answers established a time limit. Typically, several businesses may not have the resources to field a full-time call center. That could diminish the quality of both. For companies want to reclaim their employees’ time. The measurement of consistency over time and defined clear. Besides, every decision that is by call center management to schedule reps training.

The Evolution of Speech Technologies and the Influence on CX – Part 2

Noble Systems

The time to resolution the six hours.” And then you can treat those calls differently, because now your billing department is overwhelmed and they can’t handle all the transactions. The IVR time is a lot less expensive than the agent time.

7 Things Great Call Center Managers do Every Day

Fonolo

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them. Our 7 tips for great call center management are: Talk to Your Support Agents. What do great call center managers do? Coach and Teach, Don’t Preach.