Serenova

MAY 13, 2020

Contact center quality management solutions like CxEngage Quality Management monitor and evaluate agents’ interactions by recording calls, capturing agents’ desktop screens and facilitating agent performance evaluation. You can determine the coaching and training that will have the greatest impact on customer experience.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. The Cloud. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84