Aspect
AUGUST 26, 2019
The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.
Playvox
MAY 24, 2022
SoFi’s QA team captures feedback from multiple support channels and communicates constructive coaching directly to agents, team leads, and managers. The SoFi team was able to streamline their QA forms during the Insights implementation stage to better target the data relevant to their immediate needs.
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Connect
APRIL 18, 2024
The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.
NobelBiz
AUGUST 3, 2021
In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. The result is an immediate improvement in the quality of the relationship between agents and the workplace environment. NPS, and CES are the most classic in this category.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
DMG Consulting
APRIL 16, 2019
These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud.
NICE inContact
JULY 23, 2015
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. The reality is that all people and businesses alike crave intelligence at every opportunity. Some recent additions to the arsenal include: Cross Platform Communication.
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