The Northridge Group

AUGUST 23, 2022

They must monitor compliance in their contact centers and ensure that all vendors they do business with are complying with regulations and Service Level Agreements (SLAs), such as performing routine employee background checks. Behaviors associated with compliance-related issues: Documenting facts: +19 percentage pts.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Customer Service Life

NOVEMBER 15, 2020

Create a definition document that allows managers, supervisors, and agents alike to understand exactly what’s expected of them on every customer interaction. Calibrate with contact center leadership, making adjustments to the process until you feel that it’s helping you achieve the mission.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Serenova

MAY 29, 2020

Before recording and analyzing calls, clearly document the goals of your quality management program. Encourage their feedback, which keeps them engaged. Calibrate regularly. With every service channel you open, you’re offering more convenience. Communicate the benefit to agents. Gauge your QM process for consistency.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Before recording and analyzing calls, clearly document the goals of your quality management program. Encourage their feedback, which keeps them engaged. Calibrate regularly. With every service channel you open, you’re offering more convenience. Communicate the benefit to agents. Gauge your QM process for consistency.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. This will improve campaign performance overall including agents’ service levels. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. To implement continuous training.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

APRIL 5, 2023

All reports are created keeping the end-user in mind so that even a layperson can use such documents to improve business workflows. When trained and calibrated correctly, the virtual agent can seamlessly guide callers to the correct resolution through self-servicing. With 100+ integrations, JustCall clearly takes the lead here.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52