Balto

JUNE 3, 2022

And when managers check in regularly, it’s easier for remote agents to stay engaged. An overly-watchful management style has the opposite effect, so it’s important to distinguish between communicating and breathing down agents’ necks. Over 67% of contact centers measure engagement through periodic agent feedback surveys.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Noble Systems

MARCH 20, 2020

We’ve put together the following information on how your Noble platform can help you manage remote working for your team to maintain business continuity. Most cloud contact center solutions will be able to provide remote configuration with a web-based agent desktop and web-based system management and configuration.

Contact Center 82

Contact Center voip Gamification Government 82

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning. A contact center solution featuring automated workflows and an intuitive UI can help.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Playvox

FEBRUARY 2, 2022

While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Noble Systems

SEPTEMBER 3, 2019

Handling high volumes of calls, dealing with difficult customers, and working under constant pressure to meet high performance and revenue targets is an every-day experience in the life of a contact center agent. When companies require agents to work even more hours than originally scheduled, managers are just adding to the strain.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Playvox

APRIL 25, 2023

Playvox research shows some disconnect between what agents desire when it comes to proper training versus which elements managers believe are important. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work 2. Provide opportunities to role-play on video with peers and managers.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning. A contact center solution featuring automated workflows and an intuitive UI can help.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

NobelBiz

APRIL 18, 2022

Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

JUNE 6, 2019

This is especially important for seasonal businesses like retailers or any contact center with unpredictable or fluctuating volume. The experts emphasized that even with the ultimate benefits, change management is essential to successful cloud migration. Ensuring Post-Migration Success.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Playvox

OCTOBER 12, 2022

Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks. Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents?

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

APRIL 27, 2023

The contact center technology trend toward more sophisticated and AI-driven workforce management software is paying big dividends for customer service centers that adopt these solutions. Spreadsheets may have been the tool of choice for forecasting and scheduling when contact centers were voice-only.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Most Contact Center Management, ticketing, and flow routing systems are now accessible in the cloud, and some are only available there.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Most Contact Center Management, ticketing, and flow routing systems are now accessible in the cloud, and some are only available there.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management?

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

AUGUST 10, 2022

Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. Features like call queuing, call recording, number porting, and speech-to-text make it a great solution for support and sales agents. Multi-level IVR with automatic call distribution based on requisite filters. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

JustCall

MARCH 23, 2023

JustCall JustCall is a cloud-based contact center software and telephony solution. Its robust features, easy implementation process, and affordable pricing plans make it a great contact center solution for small and mid-sized businesses. IVR functionality is a part of all of JustCall’s pricing plans.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 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

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Its biggest USP is the unified staff and workflow management tool. It provides open APIs and comes with 1,000+ prebuilt integrations.

voip 52

voip Interactive Voice Response APIs Contact Center 52