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

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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? And 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.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

MARCH 12, 2023

But more than half (54%) of consumers in a Zendesk survey said it feels like customer service is an afterthought for most businesses they interact with — that’s not the feeling you want customers to walk away with. 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

Enghouse Interactive

JULY 7, 2021

In a recent ContactBabel Whitepaper , 74% of survey respondents identified that the greatest challenge to managing contact center performance and quality was not having enough time or resources to properly gather, listen and evaluate all the agent-generated data, be it audio and/or digital.

Scripts 52

Scripts Coaching Contact Center Call Center 52

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. 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

Serenova

JUNE 6, 2019

Is Technology the Answer to Contact Centers’ Biggest Challenges? In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. Based on agent scores, contact center supervisors can provide instant coaching and feedback.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

JANUARY 13, 2021

Based on Metrigy’s recent industry surveys and the detailed analysis they’ve undertaken, specific technologies have been proven to deliver the benefits leading organizations are looking for: Summary of technologies that optimize CX and drive business success – today and by the end of 2021.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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

NICE inContact

JULY 10, 2018

Research from our NICE inContact survey found that 72% agreed that they’d “expect to be able to continue talking with the same representative on the phone as I was talking with via online chat”. For the best results, look for a cloud contact center solution with in-built workforce optimization. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

OCTOBER 19, 2020

Customer Feedback takes many forms and most are relatively static and easily processed – surveys, feedback forms, polling questions, correlated to the customer’s continuity of purchases. Aggregating. Analyzing all feedback via AI. But, relying on that only provides one dimension (layer) of an answer.

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

AUGUST 25, 2021

In response to these unprecedented changes across the customer experience industry, Playvox and Dialpad are excited to announce our partnership to provide a seamless, comprehensive customer experience solution. One Solution for Workforce Engagement Management and Quality Assurance. Technology that Fosters Well-Being.

Management 57

Management Agent burnout Contact Center Coaching 57

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Add online surveys, comment fields, and customer satisfaction surveys ( CSAT ) to provide additional color to your sentiment analysis.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

OCTOBER 12, 2022

Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Creative team building and sharing are also important, according to the customer service agents surveyed. Managers report that actively monitoring remote team satisfaction elevates engagement.

Best practices 76

Best practices Contact Center Management contact center solutions 76

8x8

DECEMBER 3, 2018

Evaluate post-engagement surveys and find your average rating. Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills. Analyze your customer journeys. Step 3: Get Executive Buy-In.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Why is your customer calling?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

Enghouse Interactive

OCTOBER 12, 2021

Implement regular internal surveys to hear what employees know to be the issues when trying to deliver the best customer experience possible. – DON’T LET UP! . … and gripe about what doesn’t – listen INTENTLY. Listen to ALL your people. Front-line, back-office, support staff.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

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

SEPTEMBER 29, 2020

Typically Customer Satisfaction (CSAT) ratings, MPS scores, or customer survey data are viewed as discrete touchpoints, measured at and within each customer interaction. . Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. . Looking from the outside, inwards.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80