ConvergeOne

JUNE 28, 2022

There are books and blogs (among other things) sharing tips and techniques for addressing it… while also questioning whether or not it is real. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. It all started a couple of years ago with the term “The Great Resignation.”

Self service 82

Self service Quality management Technology Contact Center 82

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Avaya

MAY 20, 2019

Quality Management? Workforce Management? Together, Avaya and Verint enable the use of customizable desktop widgets that can embed Knowledge Management and Case Management insights to provide quick access to pop-up applications or extended capabilities without agents needing to search or leave their main screen.

Marketing 11

Marketing Self service Contact Center Quality management 11