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.

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contact center workforce Contact Center Real estate Average Handle Time 118

Monet Software

DECEMBER 14, 2018

Quality Management. The quality management process incorporates dashboards, scorecards, agent analytics, customized reports and key performance indicators, to improve service levels, optimize utilization of resources and enhance cost management. Simply put, this is how you know what’s going on at your business.

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Quality management Cloud contact Analytics Contact Center 48

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. Consider the end results of how your WFO-enabled contact center will operate.

Interactive Voice Response 48

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

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

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Cloud contact centre adoption rates will continue to grow.

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Analytics Coaching Cloud contact Engineering 65

NICE inContact

OCTOBER 17, 2018

But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. Operational efficiency has improved, quality assurance (QA) scores are soaring and agent adherence has risen steadily.

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Average Handle Time Contact Center Quality management Enterprise 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. Agents, in particular, have especially benefited.

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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.

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Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing!

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Contact Center Education First call resolution Cloud contact 52

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. The post Call Quality Monitoring Dos and Don’ts appeared first on inContact Blog. DO: Aggregate, track, and share results.

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Calibration Coaching Contact Center Quality management 50

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Back To CX Accelerator Blog. So, how do you know if customers are pleased with their level of service?

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Contact Center Analytics Interactive Voice Response First call resolution 182

USAN

JUNE 26, 2018

Over the years, they have evolved to incorporate a rather large, rigid stack of products and functions that includes workforce management, quality management, IVR, CTI, automatic callback, and many more. Automatic Call Distributors (ACDs) have been around since the 1970s.

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Contact Center Automatic Callback Interactive Voice Response Quality management 51

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Back To CX Accelerator Blog So, how do you know if customers are pleased with their level of service?

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Contact Center Analytics Interactive Voice Response First call resolution 174

NICE inContact

MAY 7, 2019

For even greater gains, Envera utilizes CXone Quality Management Analytics Pro to to identify important actionable insights. As our business grows, we’re excited to grow with NICE inContact,” says Patrick Hoar, Workforce and Analytics Manager for Envera Health. I’d recommend NICE inContact to anyone.”.

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Healthcare Contact Center Analytics Quality management 10

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

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Quality management Management Average Handle Time Chatbots 18

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Quality Management Analytics. And NICE inContact can help you do just that!

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Surveys Coaching Contact Center Analytics 55

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM).

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Gamification Analytics Employee engagement Quality management 52

NICE inContact

JUNE 21, 2019

But consistency across the board in functionality, quality management, and service were an issue because the collections team’s PBX dialer offered no reporting or visibility into agent’s performance. The post CXone Is Right on the Money for Check Into Cash Collections Team appeared first on NICE inContact Blog.

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call center software Contact Center Metrics Coaching 54

Hodusoft

NOVEMBER 29, 2022

Choosing the right contact center software is essential for success. This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. It provides simple interfaces for non-technical users.

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Contact center software Contact Center Interactive Voice Response contact center solutions 40

Fenero

JULY 23, 2020

The way we supervise, coach, train are all different; the processes we’ve relied on for quality management and workforce management aren’t effective in the new normal,” said Taylor. Now that most contact center agents are remote, the need for effective communication by management is more important than ever.

Contact Center 8

Contact Center Contact center software Cloud contact Morale 8