Myra Golden Media

JULY 16, 2019

Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. In my last contact center job, the Quality Form that was in place when I started made me dizzy. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair.

Calibration 153

Calibration Contact Center Coaching Construction 153

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

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Contact Center Calibration Construction Customer centricity 211

Playvox

NOVEMBER 3, 2021

This is more important now with the rise of contact center agents working remotely. Leadership can share helpful feedback — that’s both positive and constructive — so employees can enhance their performance and grow their careers. Related: 7 Ways to Drive Cultural Change that Boosts Agent Morale.

Contact Center 103

Contact Center Calibration Construction Morale 103

Expivia

OCTOBER 4, 2021

This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. But, we’re getting ahead of ourselves… If you decide to outsource your contact center needs, you need to do it right. What Is Contact Center Outsourcing?

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outsourcing Contact Center Call Center Calibration 98

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52