Serenova
MAY 13, 2020
This is when quality management becomes essential. Quality management is a key contributor to boosting the customer experience because it pinpoints where your team is doing well, as well as areas for improvement. Before recording and analyzing any calls, clearly document the goals of your quality management program.
Serenova
MAY 29, 2020
The Cloud. A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. Smart Quality Management.
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Serenova
MAY 29, 2020
But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. With the cloud, contact centers can burst to scale and maintain business continuity in crisis regardless of where agents work. Smart Quality Management. Communicate the benefit to agents.
Aspect
JULY 15, 2020
Contact center s see the opportunity to r educe their real estate costs, but they are not confident in the long-term success of work-from-home. On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM).
Enghouse Interactive
JANUARY 13, 2021
Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1%
Enghouse Interactive
JULY 19, 2019
This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.
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. Transform your Contact Center with Microsoft Teams. Blog #3 Seeing is Believing! The tools are here. Take advantage of them now!
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