Average Handle Time eBook Personalization Quality management 
Playvox
DECEMBER 13, 2022
Staying in an aftercall or wrap-up time toward the end of the shift to avoid any further interactions. Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. If only one person is practicing interaction avoidance, the impact is fairly small.
SharpenCX
MARCH 4, 2020
To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Do you want agents to make the conversation personable and introduce themselves?
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Playvox
MAY 4, 2023
When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.
Playvox
JUNE 22, 2023
Whether your call center is made up of in-person, fully remote, or hybrid agents, in general, happy customer service agents and great employee experiences (EX) yield satisfied customers and great CX. For synchronous contacts, this includes hold times, transfers, and after-call work.
Noble Systems
MAY 20, 2021
Having AI look at that and be able to make that decision is invaluable, because that’s what actually gives you actionable content from what the person is speaking, to get them to whatever it is they need to get to, that IVR tree, a real person with all the information, their account information, etc. What was said on this call?
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