Playvox

SEPTEMBER 30, 2021

Related: Three Highly Effective Strategies to Retain Call Center Employees. For example, agents can earn points when they resolve specific campaigns or cases or take a high volume of calls or emails. Related: 12 Easy And Creative Call Center Rewards And Recognition Ideas. Quality Management.

Gamification 52

Gamification Call Center Contact Center Coaching 52

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

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. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. 1 Enhance the Focus on Quality.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

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

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

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

OCTOBER 23, 2019

Watch this webinar for a unique look at how Expivia uses NICE inContact CXone Interaction Analytics Pro to transform their business. Design targeted training for an individual agent’s needs based on their interactions (positive and negative behaviors) with customers.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

Playvox

JUNE 10, 2022

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. Agent coaching has long been a method for improving contact center performance and the customer experience. Coaching Tips for Contact Center Agents.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

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

Talkdesk

MAY 11, 2020

Instead, teams at companies like EmployBridge use artificial intelligence (AI) to analyze each call and identify coaching opportunities. Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation.

Coaching 88

Coaching Contact Center Morale Analytics 88

NobelBiz

FEBRUARY 14, 2022

What are the right call center agent performance metrics to monitor? As a manager, one of your most significant responsibilities is to analyze and understand your team’s performance. There will be more calls per agent and more income for your organization. A lower AHT can be a sign that more resources are being used.

Metrics 52

Metrics Management Average Handle Time Contact 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).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JULY 7, 2021

In a recent ContactBabel Whitepaper , 74% of survey respondents identified that the greatest challenge to managing contact center performance and quality was not having enough time or resources to properly gather, listen and evaluate all the agent-generated data, be it audio and/or digital.

Scripts 52

Scripts Coaching Contact Center Call Center 52

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

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. Likewise, you’ll want to map out your destination when using speech analytics. Where are you headed—i.e.,

Analytics 85

Analytics Contact Center Metrics Quality management 85

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

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

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

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. How can autoscoring evaluations help each agent perform even better?

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

Enghouse Interactive

FEBRUARY 9, 2021

Do It Now to transform your contact center from a cost-center into a powerful revenue generator. Next blog in this series, coming February 18 th . Key Actionable Insights from the Webinar . . Find out more by registering for our upcoming webinar: .

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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

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. It accelerates the deployment of hybrid (office, remote) work environments and centralizes system administration and ongoing management. Single-Sourced. Always Accessible. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Analytics 55

NobelBiz

MARCH 23, 2022

This is why, among other things, it is intended to guide the choices of call centers in terms of investments. Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. In terms of numbers, ROI is expressed as a percentage.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

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 3, 2021

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contact center solutions 42

contact center solutions Self service Quality management APIs 42

Enghouse Interactive

APRIL 13, 2021

Doing so will transform your contact center from a cost center into a revenue generator. . For more insight, view our past webinar with Forrester Research “ Lessons Learned from Moving to the Cloud ”. Help make sure your organization delivers the service experience that exceeds customer expectations.

Contact Center 91

Contact Center Morale Technology Self service 91

Enghouse Interactive

SEPTEMBER 3, 2021

Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution. See how our new UC solution can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX).

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Noble Systems

MAY 20, 2021

Instead of needing a live QA agent to listen to and score a call recording, you can use speech analytics to score 100% of your calls, and at a much lower cost, to really impact your quality. Companies can also see what’s really happening on calls in near time.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

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.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. Bringing Salesforce and CXone together to improve business results. Easy-to-use, integrated agent desktop delivers productivity.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10