Quality Management Basics in Today's Contact Centers

NICE inContact

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Quality Management is Everyone’s Concern

Monet Software

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large.

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What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. This means fewer – but higher quality- evaluations.

Quality Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Advantages of the Cloud Call Center Best Practices Agent Engagement Workforce Optimization

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Contact centers have dramatically changed. contact centers.

Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program?

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! 78% of businesses support email, but only 45% measure email quality — not so great.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! 78% of businesses support email, but only 45% measure email quality — not so great.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG Consulting

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Document the QA criteria and what is expected for each call type so that call scoring is objective and agents know what is expected of them. 7/23/2018. By Donna Fluss.

3 Tips for Building an Effective Quality Management Program

8x8

This internal tug of war between contributing to the greater good of the company or ensuring job security can hurt businesses in the long-run as critical issues remain unidentified by management. One area where business can often be improved through increased communication and transparency is the contact center. Below are some tips to building an effective quality management program: Modernize the evaluation form.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Contact centers have dramatically changed. contact centers.

The Consolidation Trend Will Further Hurt Quality in the Contact Center

Contact Center Pipeline

He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.

Quality Management in the Contact Center: How to Keep Your Customers

City Communications

The contact center is the primary point of contact with customers in the after-sales field, and in some cases, it serves as a point of contact in making before-sales decisions and even making some sales outright. No One Wants to Work a Call Center Job. Contact Center

Inside View: An Interview with Randal Hiester, Health First

Contact Center Pipeline

Improving service quality and performance is a never-ending quest for contact centers. Ideally, training and quality assurance should work hand-in-hand to ensure that frontline […].

Automated Quality Management Drives Objective Evaluations, Job Satisfaction

Verint

In 2018, the contact center industry will be all about automation. 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, and likely the global contact center industry. contact center industry.

The Key to Great Customer Service: Collaboration

Contact Center Pipeline

Collaboration call center contact center leadership quality managementWhen it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.

What is Call Center Performance Management?

Talkdesk

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.

Five Questions to Ask Before Investing in Quality Management (QM)

Monet Software

Ready to take your quality management efforts to the next level? Will this system record all of our calls? For many years, selective call recording has been deemed sufficient for determining if agents are performing up to expectations, and whether customers are getting the service they need. But contact centers rise and fall on data, and today’s top quality management solutions can record every call so you get a true picture of how your business is performing.

Four Ways to Attract and Retain Millennial Agents

Contact Center Pipeline

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). workforce and the prime pool for current and prospective contact center agents.

The Top 10 Call Center Software for 2020

Hodusoft

Call centers today have access to dozens of call center solutions. If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best.

It’s Time to Replace Traditional QA

DMG Consulting

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. When QA was the best way (and in many cases, the only way) to gain an understanding of what was happening in the contact center, some feedback was better than nothing. AQA will provide substantial benefits to contact centers, but this solution should also become an essential contributor to the customer journey analysis process.

Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Avoiding job boredom in the contact center is crucial to keeping them around. and quality management products.

Cooling Call Center Agent Stress Through a COVID-19 Summer

Serenova

To maintain business continuity, organizations must find ways to help employees manage stress. That’s all bad news for call center agent productivity and customer experience. It’s not just your contact center agents who are working from home.

Call Center Quality Management: From Addiction to Optimization

Customer Interactions

The following is a fictional (but relatively realistic) account of life as a team leader attempting to comply with traditional quality management techniques. I manage 15 agents. Each of them handles approximately 2,500 calls per month. My name is John. I’m a team leader, and I’m an addict. I have come to realize I am powerless over my addiction to evaluating my agents’ performance. This is my story.

The Marriage of Knowledge Management and Quality Management

Verint

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.

Cloud-Based ACDs and Dialers Come of Age

DMG Consulting

Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector. And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer.

Quality Management Across Channels

Brad Cleveland

As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should also be an inherent part of managing emerging mobile interactions.

Complacency: Danger in the Comfort Zone

Contact Center Pipeline

Change Management call center change management complacency contact center continuous improvement culture quality managementI happen to believe there is danger in the comfort zone… and that danger is complacency!

7 Things Great Call Center Managers do Every Day

Fonolo

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Our 7 tips for great call center management are: Talk to Your Support Agents.

ZOOM is on a Journey to Native Cloud

Zoom International

Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key priority for growing organizations. Leading Technologies for Workforce Management in Call Centers.

How to Improve Call Center Customer Satisfaction (CSAT)

NICE inContact

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? In most cases and for most centers, there is no single answer to that.

How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

Contact center employees face a number of challenges during their workday. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Blog Workforce Management

How to Build a Call Center Evaluation Scorecard

NICE inContact

We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so.

Knowing Your Customers

Brad Cleveland

” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that describes a problem. How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?”

The History of Call Centers [Timeline]

Voxjar

First Phone Call. Alexander Graham Bell made the first phone call on March 10, 1876. Computer-Based Call Answering. In the mid-1950’s computer-based systems replaced the manual process of routing phone calls. This system was called the Automatic Call Distributor (ACD) and was the innovation that finally enabled the very first call centers. Primitive Call Centers. The Term “Call Center” is Coined. March 10.

How to Start an RFP for Call Center Software Today: Your 6-Step Guide to Choosing a Partner Vendor who Elevates your Customer Experience

SharpenCX

Choosing a contact center vendor from a crop of hundreds of doppelgangers isn’t easy. But as customer expectations rise, contact centers like you, turn to new technology and third-party partners to transform your customer experience. Describe the voice quality provided by your platform.

ZOOM International is now on Cisco SolutionsPlus

Zoom International

The Cisco Ecosystem Gains a Unique World-Class WFO in the Contact Center Portfolio. Speech Analytics call recording customer experience call centers News & Events omni channel workforce optimization (WFO) Contact Center Quality Management Call Recording Regulations Compliance PCI DSS

Understanding Average Handling Time

Brad Cleveland

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance.