Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? In response to these trends and preferences, contact center leaders are retooling and streamlining quality management processes, leveraging AI along the way.

Quality management 78

Quality management Management Contact Center Coaching 78

8x8

DECEMBER 3, 2018

Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills. Customer Service Resources & Best Practices: Feel like you need some more examples of how companies excel at customer experience?

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. As a manager, you must therefore constantly assess your teams’ level of well-being. his opinion on the Call Center Stress Syndrome.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Recommended Best Practices. The first step is to understand all the privacy and security capabilities that your video collaboration solution provider recommends.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. Assets you can download: webinar recording and presentation.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

NICE inContact

NOVEMBER 8, 2019

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). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10