Quality Management in 2019

Monet Software

At the contact center, this is a chance to focus on priorities, and think about better ways to serve your customers. “A A renewed focus on quality management” should be on a lot of resolution lists this year. Find out more about Monet Quality.

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 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? Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. This means fewer – but higher quality- evaluations.

How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

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.

5 Considerations for Creating a Multi-Channel Quality Management Form

Customer Service Life

This article was originally published on the MaestroQA blog on June 6, 2019. If you had to choose, what would you say are the absolute most important items on your quality form? Wow, that looks like a great foundation for a quality form, doesn’t it?

5 “Musts” to Improve Your Quality Management Strategy

Monet Software

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. You Must Be Clear On What “Quality” Means. “We You Must Create Quality Circles.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program? appeared first on NICE inContact Blog.

5 Helpful Contact Center Tools for Managers

NICE inContact

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Do you know which topics or issues come up the most during calls in your contact center?

Five Tips for Improving Contact Center Management

NICE inContact

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.

New Ways to Think About Contact Center Quality Monitoring

NICE inContact

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.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

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

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Understanding what types of calls are coming allows management to create training and best practices for the most common scenarios.

2018 Contact Center Survey Results

Monet Software

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Here are some of the highlights: Contact Centers and the Cloud. Blog Workforce Optimization

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. The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics.

No Coffee Required: Quality Management System Boosts Performance, Sales

8x8

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. And if you have agents all over the place, you need tools to manage them. Enter Quality Management.

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

Aspect

But what does this mean for leaders from the contact center space? When it comes to investing in your contact center, you cannot afford to forget about agent training. Agent Experience English/US agent training coaching contact center football quality management

Opti-Channel – Is It the Next Big Thing at Contact Centers?

Monet Software

It’s a new way for contact centers to become more customer-centric. But that same strategy can make a contact center more efficient. Find out more about Monet Quality Management. The post Opti-Channel – Is It the Next Big Thing at Contact Centers?

Five Signs That It’s Time to Freshen Up Your Contact Center Script

Monet Software

If you’ve added speech analytics to your contact center, you now have an opportunity to assess customer reaction to scripted lines and responses. The post Five Signs That It’s Time to Freshen Up Your Contact Center Script appeared first on Monet Software.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

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? call recording quality monitoring

Overwhelmed by needing to modernize your contact center? Start here.

NICE inContact

At some point, every contact center faces the stark reality of needing to modernize. You’ve got teams of agents but only rudimentary quality monitoring. You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. What about new unified communications (UC), PBX and other contact center. Your contact center can no longer afford to “make do.”

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.

Amazon Connect, the Deconstructed Contact Center

USAN

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. Admittedly, Amazon’s conception of the contact center looks very different from what we’re used to.

WFM – Your First Step to a Cloud Contact Center

Aspect

If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level?

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

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. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

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.

New Survey Reveals Shifting Cloud Contact Center Preferences

Aspect

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

NICE inContact

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. Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Workforce management (WFM) software can help.

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

But the Houston-based company was losing sleep over its two contact centers. 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. As the leading specialty bedding retailer In the U.S.,

CXone Brings ClearChoice Contact Center into the 21st Century

NICE inContact

In little more than a decade, the company has opened 39 ClearChoice Dental Implant Centers across the U.S., In fact, Contact Center Manager Sonja Villalobos says, the move to NICE inContact is “…by far, the best thing we’ve ever done.”.

Top 5 Posts in February

Contact Center Pipeline

Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Featured call center change management Collaboration communication contact center culture empowerment jobs for homeless leadership quality management

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

Sikorski's Think Abouts

Optimize Contact Center performance. Own the quality of their team. Warmest regards, Laura Sikorski – Independent Call Center Consultant. What will coaching do? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. Staff will become more engaged. Result in suggestions to improve procedures. Role of your Supervisors/Team Leaders. Must meet Objectives and KPIs. Identify opportunities to improve each agent.

Sell the Value of Data Insights to the C-Suite

NICE inContact

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY

Sikorski's Think Abouts

Quality Monitoring Form. Trends in Quality Assurance: Less punishment more training. Warmest regards, Laura Sikorski – Independent Call Center Consultant. Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology Coaching Company Standards Compliance performance guidelines QA Quality Analysts Quality Assurance Quality Management Quality Monitoring Sikorski's Think Abouts

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

NICE inContact

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. Implement performance management tools.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. Advantages of the Cloud Call Center Best Practices Customer Experience Using the inContact Platform

Contact Centre Predictions 2019

Enghouse Interactive

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. of all contact centre inbound interactions. Despite the onward march of the robots, older, more traditional types of interaction technology still dominate in the contact centre today and we expect that to continue for some years to come.

Four Reasons Why Your Coaching Efforts Aren’t Working

Monet Software

Coaching is important, whether you run a football team or a contact center. Contact centers are evolving, and agent coaching must evolve with them. Call recording is an integral part of coaching – that’s why it’s an integral part of our quality management solution.

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. 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.