Quality Management in 2019

Monet Software

A renewed focus on quality management” should be on a lot of resolution lists this year. A quality management program offers a way to take a closer look at what a contact center is doing right, and where improvement is needed. Find out more about Monet Quality.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Here are some best practices to help your company succeed with a QA initiative: Involve agents in the development of the QA program. 7/23/2018. By Donna Fluss.

Curious How Analytics Can Impact Your Quality Management?

inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program?

4 Reasons Your Quality Management Stinks

Customer Centric Support

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed.

Quality Management + Call Recording = Operational Excellence and Risk Reduction

Enghouse Interactive

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”….? Section 404 covers Management Assessment of Internal Controls. Best Practice.

Automated Quality Management Drives Objective Evaluations, Job Satisfaction

Verint

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The results of Saddletree Research’s 2017 survey of end users, completed during the third quarter of 2017, reveals the relatively high level of market penetration of quality management in the U.S. The complete overview of the current status of quality management among those in the industry is provided in Figure 1 below.

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

5 Helpful Contact Center Tools for Managers

inContact

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center.

Call Quality Monitoring Dos and Don’ts

inContact

Quality monitoring plays an important role in the performance improvement process to make sure both needs are met. It may sound as easy as simply listening to calls and telling people what to change, but great quality monitoring is a much more nuanced endeavor.

What Is Voice Of The Customer (VoC) And How To Capture It

inContact

After an interaction the customer receives an email, chat, or SMS/text message asking a few questions about the quality of service. Quality Management. Advantages of the Cloud Call Center Best Practices Customer Experience

211 LA County Brings Customer First Philosophy to Life with NICE inContact Solutions

inContact

In fact, NICE inContact has been a key factor in the agency’s successes, which it measures in completed interactions (500,000 calls annually and counting) and even more importantly, the quality of those interactions.

Overwhelmed by needing to modernize your contact center? Start here.

inContact

You’ve got teams of agents but only rudimentary quality monitoring. What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center? Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer ExperienceAt some point, every contact center faces the stark reality of needing to modernize.

Five Tips for Improving Contact Center Management

inContact

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

The Top Five “Must Have” Contact Center Phone System Features

inContact

The best contact center solution is not worth a penny if it’s not up and running. Consolidated, best of breed interfaces. Make sure your solution not only provides integrated voice recording, but consider things like Screen Recording and Quality Management for other channels as well.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

inContact

But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help. This will eliminate the need to manage WFM as a separate application as well as give you the best results. Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

inContact

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. Advantages of the Cloud Call Center Best Practices Customer Experience Using the inContact Platform

5 Reasons Why Your Contact Center Needs Speech Analytics

inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Understanding what types of calls are coming allows management to create training and best practices for the most common scenarios.

How to Improve Call Center Customer Satisfaction (CSAT)

inContact

Enable agents to self-manage more, and most important of all, ensure that you measure agents based on the correct KPIs. We haven’t even started looking into how Quality Management and Analytics can help you to improve CSAT. Advantages of the Cloud Call Center Best Practices Customer Experience

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

inContact

Thus, it’s not surprising to see this behavior in coaching and management as well. Many staff meetings begin and end with the contact center manager discussing the areas in which they are under performing, and reviewing the new processes being implemented to fix inadequacies.

What does Voice of the Customer mean?

inContact

After an interaction the customer receives an email, chat, or SMS/text message asking a few questions about the quality of service. Quality Management. Advantages of the Cloud Call Center Best Practices Customer Experience

The Customer is Changing: Decipher the Clues

inContact

There is so much value in “small” quality management data. Looking at quality of your interactions based on your current processes is critically important to create great customer experiences.

Stay in Sync with Effective Calibration

inContact

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This blog offers tips on adding or revising calibrations as part of your Quality Management program. Include your management.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

DMG

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. ANALYTICS-ENABLED QUALITY ASSURANCE. Analytics-enabled quality assurance solutions hold great promise for enterprises, agents, and customers.

Driving Holistic Customer Engagement Excellence

Verint

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Leading the Way in Contact Center Intelligence

inContact

If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. It’s incredibly common for a contact center to use different solutions to manage and work phone contacts, chat, email and social media.

The Key to Great Customer Service: Collaboration

Customer Centric Support

This will give everyone buy-in to the decision making process and they will no longer be victim to the “change of the week” from senior management. 3 – Polarizing Quality Management. Quality Management should be a process in which management and employees identify improvement opportunities together and work on them together. Customer Service Featured Best Practice Collaboration Team Dynamics

Verint Speakers: Engage APAC, Customer Service Culture of Quality

Verint

Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

"Follow the Leader", Featuring Patrick Russell

Call Center Weekly

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. I’ve managed and created large thermometer team games, car races, horse races, etc.

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

inContact

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. For the best results, look for a cloud contact center solution with in-built workforce optimization. With all the data in one place, managers have a clear focus on goals and key metrics to allow for regular adjustments as inconsistencies in performance come to light.

Business Effectiveness – and Doing the Right Things

CSM Magazine

All too often, getting accredited is seen as being the compliance team or quality manager’s job, or viewed as “extra work” that has nothing to do with day-to-day operations. Best practice is part of our culture.

Are calibration sessions necessary in an AQM environment?

DMG

Question: We’re implementing analytics-enabled quality management to perform automated evaluation of customer interactions. Answer: Analytics-enabled quality management (AQM), which leverages capabilities that include speech, text, and desktop analytics to automatically evaluate up to 100% of customer interactions, enhances, but does not completely eliminate, traditional quality management (QM) processes, including calibration.

Cut Agent Training Time in Half

Monet Software

Not just the script, but also a list of best practices and frequently asked questions. Peer-to-Peer Training Some contact centers have found that agents respond faster to training when it comes from another agent, rather than a manager or call center executive.

Five Tips for Handling Furious Phone Calls

Monet Software

One of the best ways to prepare is within a quality management program, where calls from furious patrons can be recorded, and agent responses monitored for how they handle the situation. Those in the 1-5 range can usually be handled with the best practices in place for dealing with such situations. The agent should then inform that manager of what has happened.

4 Ways to Evaluate Your Contact Center Training Program

8x8

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective.

4 Ways to Evaluate Your Contact Center Training Program

8x8

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. Reaction : First of all, data should be captured throughout or at the end of the training to learn how attendees found value in areas such as program methodology, exercises, quality of materials and more.

4 Ways to Evaluate Your Contact Center Training Program

8x8

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. Reaction : First of all, data should be captured throughout or at the end of the training to learn how attendees found value in areas such as program methodology, exercises, quality of materials and more.

2018: The Year In Review

Monet Software

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling.

Top Five Obstacles to Customer Centricity #1 Silo’d Organisations

Peter Lavers

I would agree and assert that taking a systemic approach to Customer Management is the fundamental solution to the ‘silo’ problem. I said to them “if you engineered your customer experience with the same quality approach as your cars, you would have much happier customers”.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

We are all familiar with the maxim that “you can’t manage what you don’t measure”, and it is certainly true. From the above, we can deduce that high-level (50,000-foot view) reporting is best suited for high-level, big-picture performance metrics such as what is the Service Level, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) , First Contact Resolution (FCR) or Average Speed of Answer (ASA)across the organization. Quality/Compliance score.

Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

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.