Playvox
SEPTEMBER 19, 2022
While reviewing 2-5% of interactions may help understand some issues, it leaves many companies to question what they are missing and how they can drive more insight and efficiency from their quality management process. Companies may also use AutoQA to benchmark sentiment trends from interactions scored the traditional way.
NobelBiz
MARCH 23, 2022
In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?
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Serenova
MAY 29, 2020
A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.
Serenova
MAY 29, 2020
Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.
Playvox
APRIL 4, 2023
That’s why, when managers see an employee struggling to deliver the right customer experience, they should take an empathetic approach to discover what might be wrong under the surface. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.
Enghouse Interactive
OCTOBER 21, 2020
That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) These interactions will become longer – so traditional productivity measurements and benchmarks will no longer be relevant and will have to be redefined.
Enghouse Interactive
JULY 29, 2021
of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. All this while new regulations and obligations rapidly accelerate business process change.
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