Monet Software

OCTOBER 15, 2018

Your quality management (QM) program runs on data. If the feedback and numbers you collect are accurate and up to date, you’ll have a much better chance of making the kinds of changes that will improve customer service. Before quality management can work, you need to be very clear on what you hope to accomplish.

Quality management 48

Quality management Management Coaching Surveys 48

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits. The Role of Quality Management.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

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. Analyzing all feedback via AI. Customer Feedback takes many forms and most are relatively static and easily processed – surveys, feedback forms, polling questions, correlated to the customer’s continuity of purchases.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

8x8

OCTOBER 26, 2016

If you read my blogs or insight from any other person talking about contact centers, you get a steady dose of information on the changing nature of customers. . Okay, Max, you’re thinking what does any of this have to do with the contact center ? It’s a new world and you need to manage employees in new ways.

Quality management 48

Quality management Sales Management Contact Center 48

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. A plethora of data are now available.

Quality management 75

Quality management Contact Center Management Best practices 75

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. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

Quality management 40

Quality management Management Scripts Call flow 40

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. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

Quality management 40

Quality management Management Scripts Call flow 40

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Very hard, actually. Consolidate tools.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

ShepHyken

MAY 15, 2020

Not receiving a response, I later wrote a blog post about the importance of not blocking your customers (literally, in this case!). After mulling over my response, I shared that blog post with Kelsey to help her understand why I wasn’t interested in purchasing tickets. The Auto Recall. To truly have a chance, try these five things.

Contact Center 340

Contact Center outsourcing Quality management Marketing 340

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

NICE inContact

AUGUST 1, 2017

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. Additionally, think about the last time you provided verbal feedback about lagging performance. Automated quality management tools can also be configured to be more positive.

Coaching 49

Coaching Contact Center Construction Gamification 49

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 29

Feedback Management Quality management Surveys 29

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

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls. Legal and compliance reasons.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA delivers clear, quantitative feedback agents can build on. It’s much the same with contact center roles.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 26

Feedback Management Quality management Surveys 26

NICE inContact

JANUARY 24, 2019

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. Agents now get timely, meaningful quality scoring and feedback.

Contact Center 54

Contact Center Coaching Quality management Metrics 54

Monet Software

MARCH 4, 2021

After a tumultuous 10 months for contact centers and agents, new possibilities open. This may seem an awfully philosophical topic to raise in reference to contact centers. This may seem an awfully philosophical topic to raise in reference to contact centers. What do I mean? #1 2 Employee engagement improved.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

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. While this may not be for everyone, don’t be shy to offer some bold suggestions for optimizing contact center practices.

Customer Service 48

Customer Service Scripts Coaching Contact Center 48

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. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NICE inContact

JULY 25, 2019

Another effective tactic for recognition within a call center is to have wallboards that display leaders of challenges, agent birthdays, and agent spotlights. 2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise.

Call Center 56

Call Center Gamification Coaching Surveys 56

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Make Your Contact Center a Great Place to Work.

Call Center 126

Call Center Management Contact Center Coaching 126

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

Monet Software

OCTOBER 22, 2018

At Monet we are constantly reviewing the UI aspect of our contact center solutions, to make sure they provide a user-friendly experience and allow managers and agents to efficiently complete their daily tasks. Looking for blogs, demos, whitepapers, webinars or case studies? You’ll find them all here as well.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

ShepHyken

NOVEMBER 28, 2022

Debbie Laskey’s Blog) Jeremy Watkin is Director of Customer Experience and Support at NumberBarn and cofounder of the CustomerServiceLife blog. He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams. Brands Must ALWAYS Listen to Customers!

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

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. NPS #VoC #ContactCenter.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

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

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. Some surveys are great, and yield important insight, but response rates are spotty, and feedback can be limited. Where are they struggling?

Big data 48

Big data Analytics Contact Center Surveys 48

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?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

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? 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. Deliver omnichannel experiences. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

SharpenCX

OCTOBER 4, 2023

Contact center agents are the ones who answer the call—literally and figuratively—when things hit the fan, from being stranded on the side of the road to being locked out of an account. As virtual reality and other technologies continue to permeate society, they will undoubtedly continue to influence contact centers.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

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

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Contact Center 54

Contact Center Transportation Coaching Analytics 54

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help. What does this mean?

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Real-time Customer Support Management. The segmentation of tools leads to silos.

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Customer Support contact center workforce Quality management Contact Center 106