Noble Systems
SEPTEMBER 8, 2020
Access to CRM is also crucial for providing agents with the latest customer data. Training and coaching to deliver the highest level of customer service. Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. We are all learning as we go.
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. Data Security.
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Playvox
JANUARY 25, 2024
Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).
Monet Software
MARCH 10, 2021
The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.
Noble Systems
SEPTEMBER 29, 2020
Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.
Noble Systems
APRIL 14, 2021
Agent monitoring with listen, coach and barge modes help ensure quality and provide opportunities for training and the ability to provide assistance during a call. Rather than siloing information and data in separate areas, the unified virtual call center solution lets your systems work together.
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.
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