Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. It’s not enough to stick to managing quality at the operational level.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

APRIL 21, 2023

They can allow AI to drive their processes and simplify their daily tasks, creating more time for strategy and building relationships with other teams. Quality Management Analysts Quality assurance used to mean hours of listening to customer service reps’ call recordings and checking off boxes if they met all the requirements of a call.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

SharpenCX

JANUARY 26, 2021

Download Now] Use your data to predict customer patterns and guide your CX strategies. Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together. Proactive customer service lives in every “best practices” playbook. To do it, they hired 70,000 seasonal employees.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76