NobelBiz

FEBRUARY 27, 2024

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. AI can then assist the analyst to score and provide feedback. AI can also provide feedback to justify the scoring and also help agents improve.

Quality management 52

Quality management Coaching Contact Center Calibration 52