Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Quality Assurance, or QA, started in the contact center as a very compliance-driven process.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Over the past decade, there has been a significant increase in client organizations focusing on the quality of the interaction and the satisfaction of the customer or prospect with their interactions via the Contact Center.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Customer Service Life

SEPTEMBER 7, 2018

Let’s pause for a moment and acknowledge that the proposition of cutting quality assurance — a resource-intensive process in most contact centers — and allowing customers to handle it would certainly be attractive to many contact center leaders. This is something a quality team would catch that a survey wouldn’t.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

pindrop

OCTOBER 21, 2021

The contact center of the future is already here. Contact centers have been constantly transforming and reinventing themselves with a focus on improving customer experience. These trends have driven contact centers to invest in capacity increase, workflow automation, and process improvements.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% First Contact Resolution. Customer Satisfaction. Advisor Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Etech GS

APRIL 1, 2019

If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

COPC

APRIL 1, 2022

Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations. QA primarily evaluates agent performance and provides information for coaching. Whether we use the information to coach and manage agent performance or for broader decision-making?—?unreliable

Customer Experience 95

Customer Experience Management Coaching Best practices 95

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. They are both immediate post-interaction surveys.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

Customer Service Life

JANUARY 18, 2019

For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. My rule of thumb for what else to add to a quality form is: Add to the quality form anything that you want to track so you can coach, train, and monitor improvement over time.

Calibration 80

Calibration Customer Service Coaching Contact Center 80

Voxjar

MAY 22, 2018

Good parameters are measurable and clearly defined (something you can test through calibration sessions with management, supervisors, and reps – post on this coming soon). Request that customer take a post-call survey. The post 101 Call Monitoring Parameters for Quality and Coaching appeared first on Voxjar.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Customer Relationship Metrics

JULY 27, 2017

Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). Switch gears and think about a very short survey. Millions of Surveys – Different Outcomes. How would you take action? It’s inhumane.

Morale 71

Morale Calibration Contact Center Surveys 71

Service Agility

DECEMBER 5, 2017

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. Yes, any organization of 50, 500 or 5000 will have a few bad apples, and contact centers are no exception.

Calibration 40

Calibration Contact Center Surveys Advertising 40

Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. Customer surveys and be sure to share with your staff. Quality Monitoring Form. Performance Evaluation Form. If you would like samples of these forms, please send me your email and I will gladly share. Trends in Quality Assurance: Less punishment more training. Cheaper data storage.

Calibration 40

Calibration Call Center Consulting Consulting 40

JustCall

APRIL 5, 2023

User Interface Comparison The user interface of your preferred VoIP or Cloud Contact Center service provider must be a blend of function and aesthetics. If anything, the UI design of JustCall is well-calibrated with strategic focal points, intuitive design elements, and interactive components that make the user experience delightful.

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Analytics 52