Cloud contact Coaching Interactive Voice Response Quality management 
NobelBiz
FEBRUARY 27, 2024
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. RELATED ARTICLE What is IVR?
Serenova
MAY 29, 2020
According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.
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Serenova
MAY 29, 2020
According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.
Serenova
JUNE 6, 2019
Despite growing adoption , many contact center leaders still are moving forward cautiously as they work through risk versus benefit of the cloud. The panel addressed these three key benefits of cloud contact centers, all of which directly and positively affect CX: Security. The answer is yes.
NobelBiz
AUGUST 3, 2021
In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. The result is an immediate improvement in the quality of the relationship between agents and the workplace environment. You do not have to be sick to recover!
8x8
OCTOBER 25, 2017
The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. Unfortunately, agents often lack coaching and training. The result is an inadequate toolset for customer service agents and poor training.
Enghouse Interactive
JANUARY 13, 2021
Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2% say video is vital for managing remote employees. Successful companies more likely to use cloud services and are more successful when they do.
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