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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. So how can you effectively “treat” your contact center with invaluable coaching medicine?

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Put Me in Coach: Why Agent Training is Crucial in Your Contact Center

Aspect

Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. Clearly, the franchise is more than the sum of its parts and, ultimately, the team’s success must in some part be credited to the structure, discipline, and routine that comes from Belicheck’s coaching.

Coaching 110
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Quality Management is Everyone’s Concern

Monet Software

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. What constitutes ‘quality’ when it comes to a phone call?

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What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations.

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Contact Center Operation and Management

JustCall

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. Follow them to optimize your contact center operation and ensure smooth customer service.

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Are Remote Agents the Future of Contact Centers?

Monet Software

Will remote agents continue to represent a significant proportion of the call center workforce? Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? The contact center workforce was already going remote. Here’s why. Flexibility & Scalability. Cost-savings.

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eBook: 10 Bottom-Line Reasons to Invest in Speech Analytics for your Contact Center

Aspect

This creates a positive impact to your bottom line, including: Reduced Quality Management Costs. Contact centers lack the time and manpower to evaluate a statistically significant random sample of agent interactions. Once these have been identified, they can be addressed through targeted coaching and adjustments.