Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

COPC

JULY 8, 2021

Mark is a Process Manager of Transformation & Continuous Process Improvement GEE at Majorel Outsources in Cologne, Germany. He became a Certified COPC CX Implementation Leader in May, upon graduating from the COPC® Best Practices for Customer Experience Operations training. At COPC Inc., The post COPC Inc.

Best practices 52

Best practices Contact Center outsourcing Quality management 52

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

JUNE 10, 2022

Once that trust is established, supervisors can maintain it by being open and honest, treating agents fairly and with respect, and acting with their best interests at heart – every day. CTA: Check out the on-demand webinar full of tips and tricks to make coaching contact center agents more effective.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

8x8

NOVEMBER 27, 2017

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. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

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. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

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. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

NobelBiz

SEPTEMBER 12, 2023

Beyond ATT, OMNI+ offers comprehensive tools for resource allocation, predictive analysis, and quality management, making it the go-to solution for enhancing contact center efficiency and customer experiences. Pros and Cons of Using Talk Time Metric Like any tool in the shed, Talk Time has its strengths and limitations.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

NICE inContact

OCTOBER 23, 2019

Watch this webinar for a unique look at how Expivia uses NICE inContact CXone Interaction Analytics Pro to transform their business. Design targeted training for an individual agent’s needs based on their interactions (positive and negative behaviors) with customers.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

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. Governments focusing on confidential treatment of all sensitive policy and program development information.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Playvox

OCTOBER 18, 2022

For example, consider adding a section on the expected communication frequency and method so they know they’re certain to get one-on-one time with their manager. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. Interested in reading more about best practices for implementing remote work successfully?

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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

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

CSM Magazine

OCTOBER 28, 2020

They used Calabrio Quality Management to train new agents virtually using the shadowing options within the tool. She is the first to raise her hand to speak on a Calabrio customer panel or host a webinar, and she actively seeks other customers with whom she can share her contact centre wisdom. The ONE Awards Winners.

Analytics 40

Analytics Abandon rate Education Employee engagement 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

Verint

AUGUST 31, 2017

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. CRMXchange Webinar: What Is the Future of Customer Service?

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Talkdesk

FEBRUARY 16, 2021

Find your way back to best practices. And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

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? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

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. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

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

Noble Systems

MAY 20, 2021

Instead of needing a live QA agent to listen to and score a call recording, you can use speech analytics to score 100% of your calls, and at a much lower cost, to really impact your quality. Webinar on-Demand: Solution Showcase – Real-Time Service Improvements with Conversations Analytics Now.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

NICE inContact

NOVEMBER 8, 2019

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

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

JustCall

FEBRUARY 13, 2023

For instance, if you have hired many non-experienced agents for cold calling, you will particularly need call recording systems , conversation intelligence , and quality management applications that will be helpful in training those individuals.

Sales 52

Sales Call Center Interactive Voice Response CRM 52