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?

NICE 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?

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

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.

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.

Sell the Value of Data Insights to the C-Suite

NICE inContact

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations. A comprehensive Workforce Optimization (WFO) solution is no longer a luxury.

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

NICE 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.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center. Ensuring a simple, efficient agent experience to manage digital-first omnichannel interactions is critical.

Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. Your best agents are likely to be ambitious individuals who have nearly mastered their role.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. but also a lens of “is this the best we can do?” As technology changes, so must our scope and definition of quality management programs.

Call Quality Monitoring Dos and Don’ts

NICE 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 Call Center Performance Management?

Talkdesk

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The post What is Call Center Performance Management?

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

NICE 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

If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

NICE inContact

His service delivery is great because the restaurant has a very strong quality management and training team. Also, Pierre is very engaged because the restaurant also has a strong performance management program, letting him know how many tips he’s receiving in real-time and providing additional incentives for how quickly he can cycle through customers. Call Center Best Practices Contact Center Management Customer Experience Workforce Optimization

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

NICE 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.

NICE 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

NICE 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

NICE 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.

Coaching — Medicine for the Contact Center

NICE inContact

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics.

Summary of Key Findings

Enghouse Interactive

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.) but do greatly simplify systems management. 4 – Recommendations on how best to move to the Cloud? Webinar Recorded: Thursday, July 11 th 2019.

New Era of Complete Digital Experiences to Expedite the Enterprise Transition to Smart Digital Conversations

NICE inContact

At best, you can interact with companies via email (if you’re a parent like me, you know your kids never email) or chat from their websites. Complete digital service management across contact center operations — through end-to-end enhancements for digital-first omnichannel management, such as routing, forecasting/scheduling, quality management, interaction analytics, and more. Consumers today expect to interact with companies via a variety of digital channels.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE 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.

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

NICE 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

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

NICE 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.

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

NICE 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.

How to Improve Call Center Customer Satisfaction (CSAT)

NICE 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

What does Voice of the Customer mean?

NICE 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

NICE 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

NICE 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.

Gain Efficiency and Empower Agents with Cloud

NICE inContact

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management.

Leading the Way in Contact Center Intelligence

NICE 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

NICE 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.