NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Calibrate with your customers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. A QM team whose sole mission is to address quality can intervene to promote QM improvements more proactively and effectively.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Playvox

FEBRUARY 29, 2024

With AI-powered analytics and predictive modeling, businesses can analyze customer data to identify patterns and trends, allowing them to proactively address customer needs. AI for Quality Management As we think about the future of customer service, Quality Management (QM) is also seeing a major makeover in its use and application.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. RELATED ARTICLE What is IVR?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. Finding trends at the team and location level lets you provide targeted group training to create larger performance impacts. DO: Hold recurring calibration sessions.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Sikorski's Think Abouts

APRIL 5, 2015

Provide the calibration function. Identify company trends. Identify opportunities to improve each agent. Modify agent behavior through coaching. Role of your QA Analysts. Monitor for compliance. Establish company standards. Identify areas for improvement. Gone are the days of big brother watching. Employees want to know.

Coaching 45

Coaching Calibration Contact Center Call Center 45