Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. A coaching solution that automatically delivers feedback on how to improve can be very effective.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

NOVEMBER 19, 2019

Delivering on Our Promise to Continually Innovate and Rise to Meet Market Needs. We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. ProScheduler, the flagship WFM solution from Loxysoft, is a user-friendly solution with forecasting, scheduler optimization and reporting systems built in.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? In response to these trends and preferences, contact center leaders are retooling and streamlining quality management processes, leveraging AI along the way.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Tethr

NOVEMBER 15, 2021

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.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Enghouse Interactive

JULY 7, 2021

But unfortunately, agent supervision and quality assurance capabilities have not evolved to meet these new realities. With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. You do this by implementing a full quality management program that ties together QA, coaching, and motivation. ENJOYING THIS ARTICLE?

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NobelBiz

AUGUST 3, 2021

Improving the effectiveness of debriefings Conflicting calls, routine, pressure from managers to meet high targets and standards, and frustration when the situation is out of scope… are all compounding sources of stress for your agents. This is where solutions that make use of the cloud’s capabilities shine.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

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

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Hint: They’re all unique to digital transformation. It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Enghouse Interactive

JUNE 24, 2021

By leveraging advanced technologies, organizations can successfully meet customers’ ever-changing needs while preparing for the future, simultaneously improving their customer’s experience (CX) with industry-leading e?ciency. Video’s rapid adoption within the consumer market has transformed realities.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JANUARY 13, 2021

Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

JULY 10, 2018

As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures to meet customer expectations, to stay agile and flexible and to become more cost efficient. Focus on quality management. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

OCTOBER 19, 2020

In summary, viewing the customer journey holistically ensures that the organization can better understand what meets the customer’s expectations and most importantly, what isn’t, enabling the organization to better align their entire enterprise to deliver value to both customers and the business. . Using fully aggregated data. .

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

OCTOBER 12, 2022

Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Related Article: Best Contact Center Games to Play Remotely.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Single-Sourced. Always Accessible. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Vonage Overview Vonage offers a unified communications solution, which is ideal for businesses looking to scale. Additionally, the biggest advantage of this platform is that it can be implemented quickly.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Finance 56

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. No other contact center solution has it in one place, built in already so you aren’t looking at more customization or development.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

SEPTEMBER 29, 2020

For these more complex situations, multi-channel conversational AI which leverages Natural Language Processing (NLP), semantic analysis, and industry-specific linguistics, terminologies, phraseologies and other processing, can propose a range of possible solution scenarios to deal with unique or unusual situations and needs.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80