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. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Components of Workforce Optimization Workforce optimization for contact centers has many different components.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Monet Software

MARCH 4, 2021

But I’d argue that shoshin is the dominant mindset right now in countless call centers nationwide. It was unsettling, to be sure, but it also led many call center leaders to experiment in ways they perhaps hadn’t done recently or, in some cases, ever before. 1 Efforts to garner employee input increased.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. But QA can be so much more! Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Once an employee reaches burnout stage, you’re in crisis mode. For more information about call center engagement, download our magnum opus on the topic.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Despite the cloud’s benefits—and much interest and talk about making the move—many contact centers have been slow to adopt.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Despite the cloud’s benefits—and much interest and talk about making the move—many contact centers have been slow to adopt.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape.

Quality management 78

Quality management Management Contact Center Coaching 78

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. More employee engagement, Check, check. Empire Today now? Improved efficiency.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Verint

APRIL 14, 2016

Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be?

Quality management 21

Quality management Management Coaching Employee engagement 21

Playvox

MARCH 12, 2023

Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5. Reduce Turnover High turnover rates can be a significant challenge for any contact center.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. You’ll then be poised to reverse the conditions that generate burnout and become a workplace of choice with an engaged workforce that enjoys longevity in their jobs. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

DMG Consulting

JANUARY 10, 2022

This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

NICE inContact

JUNE 10, 2019

His service delivery is great because the restaurant has a very strong quality management and training team. I’m talking about your contact center. So often I hear contact centers say: “We are looking for quality management and performance management, but we don’t really need workforce management.”

Contact Center 54

Contact Center Quality management Coaching Employee engagement 54

Contact Center Pipeline

SEPTEMBER 6, 2016

Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

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.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Verint

NOVEMBER 1, 2017

On November 15 guest speaker Ian Jacobs, Principal Analyst of Forrester Research and Kristyn Emenecker, Global Vice President, Product Strategy Group, of Verint, will present on a live webinar, “Empower Your Employees with More Data, More Automation” at 2 p.m. Should all recorded calls be autoscored?

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. Modern technology allows for an Automated Quality Management (AQM) process that provides more fairness for agents and is more useful to supervisors.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

Brad Cleveland Blog

MARCH 10, 2022

You can just tell employees are committed and engaged. These organizations see both employee engagement and business returns improve. … Continue reading → The post Want engaged employees? I’ve seen that seven key principles are always at work in great organizations.

Employee engagement 26

Employee engagement Quality management Contact Center Call Center 26

Brad Cleveland Blog

MARCH 10, 2022

You can just tell employees are committed and engaged. These organizations see both employee engagement and business returns improve. As … The post Want engaged employees? I’ve seen that seven key principles are always at work in great organizations.

Employee engagement 26

Employee engagement Customer Service Quality management Contact Center 26

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

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Verint

DECEMBER 12, 2017

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. Automated quality management provides the ability to automatically score some or all of the questions—in some or all of your evaluation forms.

Quality management 30

Quality management Coaching Contact Center Technology 30

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Playvox

MARCH 27, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. Setting Clear And Attainable Goals For Your Agents To enhance contact center productivity, it’s essential to establish clear and achievable goals for agents. Related Article: Best Ideas To Increase Productivity In Your Call Center 8.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

CX Global Media

FEBRUARY 28, 2019

Here is an edited transcript of my interview with Al Cook: Jim Rembach: Hey, this is Jim from the Fast Leader Show and Call Center Coach and I’m here with Al Cook of Twilio. The hump that we see is over and over again large enterprises really struggling to be able to customize their contact center to be able to do the integrations.

Contact Center 250

Contact Center Coaching Call Center Technology 250

Brad Cleveland Blog

MAY 21, 2019

The post Motivation and Engagement: Your Leadership Matters appeared first on Brad Cleveland.

Quality management 26

Quality management Employee engagement Contact Center Call Center 26

Verint

APRIL 12, 2016

As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.

Quality management 30

Quality management Employee engagement Personalization Feedback 30