Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Successful companies more likely to use cloud services and are more successful when they do. AI, Teams UC and Video. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). The post Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20 appeared first on Aspect Blogs.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NICE inContact

JANUARY 28, 2019

For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so. Tips for building a contact center quality scorecard . Make it fair. Keep it simple and easy to digest.

Call Center 54

Call Center Contact Center Quality management Analytics 54

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

NICE inContact

JANUARY 24, 2019

Agent productivity, engagement and performance quality have all improved significantly, thanks in no small part to CXone Quality Management Pro and inView Performance Management for CXone. Agents now get timely, meaningful quality scoring and feedback.

Contact Center 54

Contact Center Coaching Quality management Metrics 54

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9