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. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Doing so, will transform your contact center from a cost-center into a revenue generator.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Ease of Integration, Open Interfaces.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Serenova

AUGUST 11, 2020

In recent years, businesses have evolved the role of call center agents to help customers through a variety of mediums giving birth to the omnichannel contact center. This has further extended the role of the contact center agent and created new complexity for agents. Skills Required for Call Center Agents.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This blog offers tips on adding or revising calibrations as part of your Quality Management program. Agent empowerment is the new norm within many contact centers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. NextCaller.

Technology 74

Technology Customer Service Contact Center CRM 74

Serenova

AUGUST 11, 2020

In recent years, businesses have evolved the role of call center agents to help customers through a variety of mediums giving birth to the omnichannel contact center. This has further extended the role of the contact center agent and created new complexity for agents. Skills Required for Call Center Agents.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Ensure the location is secure.

At home agents 78

At home agents Coaching Gamification Metrics 78

NICE inContact

JUNE 9, 2016

There is so much value in “small” quality management data. More contact centers should be incorporating agent behavior insights to refine and improve their training models. In the age of big data, insights around workflow processes and creating better documentation can be lost. So, what should you do with it?

Big data 48

Big data Analytics Contact Center Surveys 48

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

Enghouse Interactive

FEBRUARY 5, 2021

Unified communication (UC) tools such as Microsoft Teams, which allow staff to work together closely, communicate through chat, voice or video and share documents provide a platform to recreate the positive side of the office, wherever people are working from. Quality management systems.

Self service 40

Self service Coaching Chatbots Quality management 40

Brad Cleveland Blog

AUGUST 20, 2020

The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.”

Coaching 32

Coaching Quality management Call Center Contact Center 32

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! Examples include: Multi-channel interactions.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Brad Cleveland Blog

AUGUST 20, 2020

The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.”

Coaching 26

Coaching Quality management Call Center Contact Center 26

Brad Cleveland Blog

AUGUST 20, 2020

The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.”

Coaching 20

Coaching Quality management Call Center Contact Center 20

Netomi

JANUARY 5, 2022

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98