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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. The Cloud. In fact, according to Gartner, 90 percent of global organizations still use on-premises call center software.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Leverage solutions to easily map and modify new flows as needed. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Smart Quality Management. Communicate the benefit to agents.

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Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry

Serenova

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

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The best contact center reporting and analytics tools on the market [Guide]

Tethr

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

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Taking a Closer Look at How to Rise to the Challenge of COVID-19

Serenova

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. WFO solutions deliver data to supervisors in real-time, no matter where they’re located. Customer-first Support. Global Scalability.

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Moving To A Cloud Contact Center: Preparation Is Key

Playvox

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?