Playvox

APRIL 21, 2023

With digital quality management, analysts can review omnichannel interactions with flexible scoring, gather feedback by question, and calibrate scoring to uncover customer service problems quickly. And that can lead to costly issues like overstaffing or missing service level agreements.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

JANUARY 25, 2024

Here’s how QM software allows contact center leaders to automate work for your quality team, creating more efficient and less costly processes: Create powerful scorecards in minutes, calibrate evaluations against expert opinions, evaluate interactions, and automate the coaching process.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

SharpenCX

JANUARY 26, 2021

Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. The 5 Customer Service Best Practices FedEx Uses to Score the Highest Satisfaction Ratings in Their Industry. Use data to personalize the customer experience. Read Next] 3 pillars to managing a healthy customer service team.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76