Voxjar

APRIL 9, 2020

The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. You’ll learn. Communication.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Playvox

MARCH 21, 2022

This makes an online learning platform with engaging multimedia courses a fantastic option for training. Managing workers of any age remotely can be a challenge, but it gets easier if you’re working with the right contact center technology. Training Baby Boomers through technology will also be well within their comfort zones.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

SEPTEMBER 24, 2020

Call review and coaching sessions contribute to team building. QA hinges on call monitoring and scoring, along with good call center analytics and reporting—but then it gets personal. Most contact center QA structures integrate one-on-one call feedback and coaching , provided by a member of the QA team, the agent’s manager, or both. .

Morale 48

Morale Quality management contact center workforce Employee engagement 48

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. As an input to customer journey analytics (CJA) solutions, interaction analytics enables companies to listen to their customers and take a data-driven approach to identifying the appropriate course of action.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Fonolo

MAY 7, 2015

And they are only beneficial to a contact center provided they do what their title suggests; lead the team of support agents and supervisors. This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach.

Call Center 126

Call Center Management Contact Center Coaching 126

Playvox

MAY 24, 2023

Why Measuring Workforce Management Metrics Is Important Measuring contact center workforce performance metrics is essential because it allows you to understand how efficiently employees are performing and whether they are meeting the company’s service level agreements and customer experience goals.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52