3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

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Why is ZOOM an NPS® Promoter?

Zoom International

We are accustomed to “staying in our lane” and managing to targets that are 100% under our control including customer satisfaction surveys that are solely focused on a specific contact center conversation – rather than the entire customer experience. Is your goal to hit contact center metrics?

The Serenova and Lifesize Merger Will Deliver High-Def Experiences for Contact Centers and the Most Successful Global Brands

Serenova

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. Interactive video engagement on banking websites, mobile apps and ATMs. Video-enabled kiosks in banking and other services and retail branches, connecting customers with off-site experts.

Tear Apart and Put Together Your New Contact Center

Call Center Coach

Over and over again folks like ING Bank, folks like Liberty Mutual have just not been able to get that level of control they need from the typical contact center. There is not a single decision that I as a product manager have made that you cannot override, you cannot disagree with there’s nothing that you can’t tear apart and put together in different ways. How do we surface what they need to be focusing on to help coach their team, to help quality manage their team?

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. To buy a mediocre call monitoring software just because it’s cheap, instead of making sure they’re buying a quality product.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. Ensuring a simple, efficient agent experience to manage digital-first omnichannel interactions is critical.

Teri Yanovitch: Everything Speaks!

Bill Quiseng

Wouldn’t you begin wondering about the cleanliness and quality of everything else in the restaurant? Just about everything is carefully planned, managed and orchestrated to ensure a positive guest experience. For more than a decade, she facilitated cultural change as an executive with the company that revolutionized total quality management, Philip Crosby Associates.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. Ensuring a simple, efficient agent experience to manage digital-first omnichannel interactions is critical.

CREATING CREDIT UNION MEMBERS FOR LIFE

Enghouse Interactive

In the hustling world we live in, the sense of community is exciting in the world of banking. Whether members visit you at a branch, online or through mobile channels, they expect fast, easy and high-quality interactions.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.