Enghouse Interactive

APRIL 1, 2021

While contact centres have used solutions such as call recording, coaching software and real-time speech analytics to listen to the Voice of the Customer, now is the time to use it to look inward according to Jeremy from Enghouse. To find out more, you can watch the whole roundtable debate on-demand here.

outsourcing 52

outsourcing Coaching Technology Analytics 52

NobelBiz

FEBRUARY 14, 2022

Here are some tips for monitoring your call center quality: Call recording Call recording software is quite handy for monitoring contact center agent performance. Customer Feedback The simplest, quickest, and most convenient method for managers to evaluate their teams is a satisfaction survey.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

NobelBiz

MARCH 14, 2023

You can overcome these challenges by investing in : Technology solutions that guarantee regular updates, accurate data analysis, and compliance adherence, such our own Omnichannel Contact Center Solution Omni+. With our solution in place, you will not have to fret about compliance or laws, because we do.

Contact Center 52

Contact Center Scripts Call Center Government 52

Playvox

MARCH 5, 2024

Worse yet, looking at a small sample might mean you’re coaching agents to improve in the wrong areas, resulting in wasted time, effort, and money. AI can also assist analysts in the scoring and feedback process to cut effort and time. Embrace a phased-in, systematic approach when rolling out an AI-infused solution.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

FEBRUARY 16, 2024

Traditionally organizations invested in manual processes and quality teams to gather data about customer interactions, listening to and scoring a random small (less than 2 percent) sample of calls or sending feedback surveys, leading to insufficient actionable insights.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

MARCH 19, 2024

AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. Likewise AI can help cut the time contact center agents spend helping and responding to customer concerns and inquiries, getting to resolution faster. AI can then assist the analyst to score and provide feedback.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

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. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced. Always Accessible. Ubiquitous Unified Communications. . Unified Communications.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. For example, due to the sheer volume of data they ingest, most contact centers only analyze a small percentage (<2%) of their interactions.

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

APRIL 5, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights and coaching with conversational intelligence. It comes at a good price for the features provided and is easy to use as well as set up JustCall Reviews Here are some reviews and real feedback from users.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

SEPTEMBER 29, 2020

While many organizations have adopted the use of customer feedback to help better understand customer expectations, but this has not typically resulted in customer experience improvements. Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80