Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Collaboration is now a foundational expectation, and the digital tools that facilitate that are an integral part of their every-day lives. At a minimum, they expect the same tools to be at the office, if not more. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

NICE inContact

APRIL 13, 2016

A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Good luck loosening a single lug nut with your bare hand.

Contact Center 69

Contact Center Management At home agents Coaching 69

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Customer Perception = Their Reality. What is it? Why should they care, if you don’t?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Through the use of better tools, and more precise focus on agent scripting improvements. Implement the right measurement and administrative tools and procedures. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

Coaching 49

Coaching Contact Center Construction Gamification 49

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. By extension, Al is also an excellent tool to determine if a customer is under stress of some sort or not, providing an additional indication of whether they are ready to, or contemplating, leaving (churn).

First call resolution 52

First call resolution Feedback Enterprise Contact Center 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. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. Process Automation. Omnichannel Routing.

Management 86

Management Gamification Quality management Schedule adherence 86

Avaya

AUGUST 24, 2016

Common recently became a beta user of Avaya Workforce Optimization Select , an easy-to-implement, easy-to-use, security-oriented solution that gives contact center managers and representatives access to scalable and flexible tools. Workforce Optimization Select has upped the ante when it comes to workforce optimization tools.

Quality management 47

Quality management Coaching Contact Center Call Center 47

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

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.

Big data 102

Big data Management Journey mapping Contact Center 102

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. The post Gain Efficiency and Empower Agents with Cloud appeared first on NICE inContact Blog.

call center software 54

call center software Contact Center Quality management Call Center 54

NICE inContact

APRIL 9, 2019

Businesses monitor call-takers within their contact center for various reasons, including: Service consistency, such as adherence to quality standards or internal policies and procedures. Agent coaching and development. Contact centers employ processes and tools to manage their Quality Monitoring.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

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.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. What’s more, it assembles specialists dedicated to the study and sharing of quality concepts and skills.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Quality Management Analytics.

Surveys 55

Surveys Coaching Contact Center Quality management 55

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

Calibration 26

Calibration Coaching Quality management Contact Center 26

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share. About the Author.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

NICE inContact

JULY 25, 2019

Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. Challenges can consistently be given through gamification tools. 5) Provide Coaching. Offering a mentor or coach is crucial to keeping your agents around.

Call Center 56

Call Center Gamification Coaching Surveys 56

8x8

MAY 23, 2018

This blog post is part of a series focusing on improving the customer experiences. . A software application will only get you so far when building an effective customer engagement management strategy. But live agent interactions are becoming increasingly complex as self-service tools and general information on the web proliferate.

Customer Service 48

Customer Service Scripts Coaching Contact Center 48

NICE inContact

JANUARY 24, 2019

Switching to cloud platform and solutions , however, gave City Furniture the critical tools it was missing: reliable data it can trust and immediate visibility into performance. As a result, productivity has soared, hold time has dropped and quality has improved. Agents now get timely, meaningful quality scoring and feedback.

Contact Center 54

Contact Center Coaching Quality management Metrics 54

Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. There are three categories of training to consider: onboarding, ongoing training, and coaching. The right collaboration tools are a must.

At home agents 78

At home agents Coaching Gamification Metrics 78

NICE inContact

JUNE 10, 2019

His service delivery is great because the restaurant has a very strong quality management and training team. So often I hear contact centers say: “We are looking for quality management and performance management, but we don’t really need workforce management.” Now, Pierre is an incredible server.

Contact Center 54

Contact Center Quality management Coaching Employee engagement 54

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. Coaching’s not a prescription for …

Calibration 20

Calibration Coaching Quality management Contact Center 20

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. New opportunities for coaching emerged, and call quality and conversion rates rose. With 800+ stores across the U.S.,

call center software 54

call center software Contact Center Metrics Coaching 54

NICE inContact

OCTOBER 29, 2019

With CXone APIs, it can integrate with nearly any third-party solution to customize and is realizing the many advantages of CXone Workforce Management in scheduling and performance management. The numbers tell the rest of the story—costs are down while quality scores and customer satisfaction is up!

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

Aspect

NOVEMBER 13, 2017

The ability to now deploy speech analytics tools via a cloud-based platform has extended the benefits for the contact centre and the wider customer engagement strategy of the organisation. Speech analytics has also enabled contact centres to perform even better and more inclusive quality management.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

JustCall

MARCH 7, 2023

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. What is Contact Center Management? Contact center management is how managers run their contact center’s daily operations.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Avaya

JUNE 18, 2018

What technology can offer is information and tools that support a business’s processes and procedures in such a way to facilitate its operating in a compliant manner. Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance.

Quality management 40

Quality management Analytics Coaching Contact Center 40

teleopti

OCTOBER 18, 2019

Use workforce management to collect and share data with the HR department to identify the skills required to meet corporate objectives and build effective recruitment and succession plans. Then, use quality evaluations and analytics to detect coaching needs and automatically schedule training at quieter times. Turn WFM into WEM.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

Call Center 54

Call Center Schedule adherence Management call center workforce 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. Real Time Speech Analytics will Evolve into an Agent Coaching Tool. As 2019 progresses, we expect to see the technology used more as a coaching bot by the contact centre management team.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Sikorski's Think Abouts

APRIL 19, 2015

Tools and Measurements. Quality Monitoring Form. A formal policy should be in place and detail: Performance Guidelines. How reviews and scores will be communicated. Here are the components: Performance Evaluation Policy Form. Performance Standards (Calibration) Chart. Performance Evaluation Form.

Calibration 40

Calibration Call Center Consulting Consulting 40

NICE inContact

AUGUST 6, 2019

Supporting digital-first omnichannel interactions with your customers extends well beyond the agent and needs to be managed holistically across all contact center operations. For effective management, all such systems need to work seamlessly across channels. 7) Incorporating AI capabilities for self-service.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63