Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

DECEMBER 13, 2022

Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? But this is an important component in identifying and resolving issues with volume and service levels. If only one person is practicing interaction avoidance, the impact is fairly small. Review KPIs.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

FEBRUARY 2, 2022

Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. It starts with a foundation made up of the right technologies and best practices. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Talkdesk

JULY 16, 2019

What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Fonolo

MAY 7, 2015

Here are 7 great things a successful call center manager does on a daily basis, along with some of our top tips on successful contact center management: 1. So, why not use them as a means of providing feedback? Connect to Get Honest Agent Feedback. It’s an essential part of quality management in a call center.

Call Center 126

Call Center Management Contact Center Coaching 126

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities. Focus on quality management.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9