Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These are interesting times for SMB call centers and help desks. Small-scale, in-house and boutique customer contact facilities enjoy unique opportunities in today’s CX-focused market. 1 Enhance the Focus on Quality.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Will analytics really help your quality management program? Want to know what analytics looks like in a quality management process? Research proves that gives organizations a leg up.

Quality management 64

Quality management Analytics Management Contact Center 64

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. By assessing “Talk” times, call centers can identify training needs or knowledge gaps.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

NICE inContact

OCTOBER 30, 2019

Your contact center agents feel the same way when it comes to your quality management process. In the contact center, quality management is often viewed as big brother or a necessary evil. Register for How to Engage Agent in Your Quality Process. at 12 PM Eastern.

Quality management 48

Quality management Management Telecommunications Contact Center 48

Playvox

SEPTEMBER 30, 2021

You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. Why You Should Bring Gamification into Your Contact Center. Here are 12 reasons why you should bring gamification into your contact center. Recruiting.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. And new challenges—such as job loss affecting the ability to pay a bill or confusion about the technical demands of a child’s remote schooling—mean they’re contacting companies with a wide variety of pressing needs.

Call Center 71

Call Center Personalization Scripts Morale 71

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center. Seeing all interactions reveals the big picture of what is really happening in your contact center.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. As identified throughout the webinar and this blog series, we’ve identified the areas where organizations achieving success are focusing their efforts. Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

JustCall

MARCH 21, 2022

The attention is on every sales call center! In a bid to cut back on their costs, many companies are now looking to outsource their call operations. In this comprehensive guide, we will cover all the steps and details you need to get a complete understanding of how to start, run and grow a successful sales contact center.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Contact Center Solutions. of successful organizations that have deployed a single-source solution for both Unified Communications and their Contact Center. Single-Sourced. Always Accessible. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer.

Self service 52

Self service Contact Center CRM Quality management 52

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. Measurable: We must guarantee that the goal can be quantified.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. How should contact center leaders talk about performance and coach teams?

Coaching 88

Coaching Contact Center Morale Analytics 88

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. But unfortunately, agent supervision and quality assurance capabilities have not evolved to meet these new realities.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series). your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. of organizations that have deployed a single-source solution for both Unified Communications and their Contact Center, drove revenue increases of 52.8% Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution. Single-Sourced. Always Available.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

JustCall

FEBRUARY 13, 2023

The attention is on every sales call center! Sales call centers have become essential to many businesses, serving as customers’ first point of contact and providing valuable support and assistance. A key benefit of call centers is allowing businesses to expand their reach. What is a Call Center?

Sales 52

Sales Call Center Interactive Voice Response CRM 52

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Quality Management Analytics. Customer Surveys. before it’s too late.

Surveys 55

Surveys Coaching Contact Center Quality management 55

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. UCaaS, such as Microsoft teams will help speed transition into the future – the future of the contact center.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. See how your organization can benefit from Self-Service!

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

APRIL 13, 2021

Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. So, how is this relevant to an organization that has an on-premise contact center?

Contact Center 91

Contact Center Morale Technology Self service 91

Noble Systems

MAY 20, 2021

The global Contact Center Intelligence Market, including speech solutions, is expected to see a CAGR of more than 25% through 2027. Many companies, especially in collections, use speech to help identify non-compliant calls. Most contact centers only have the resources to review a very small percentage of their call volume.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Enghouse Interactive

OCTOBER 13, 2020

Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Help make sure your organization delivers the customer experience that exceeds their expectations.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

8x8

FEBRUARY 21, 2019

what call center and broader business improvements would you like to target? It saves valuable time by pinpointing the calls that pertain to a particular issue and takes you directly to the place you need to learn more. Identify and agree upon overall contact center and business objectives, and document targeted use cases.

Analytics 85

Analytics Contact Center Metrics Quality management 85

Enghouse Interactive

SEPTEMBER 29, 2020

Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series). Help make sure your organization delivers the customer experience that exceeds their expectations.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Artificial Intelligence (AI) and Unified Communications (UC or UCaaS) are becoming integral to every contact center, with different benefits from each. Blog #3 of 4: Customer-facing agents.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

JANUARY 13, 2021

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. say video is vital for managing remote employees. Artificial Intelligence: 71.6%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48