Playvox

OCTOBER 18, 2022

a customer service center manager at a fitness company, shared, “We pay well, and we schedule two stand-up meetings daily to maintain face-to-face contact. We also manage the team with the utmost respect.”. We focus on regular contact and communication.” “We Leanne Y., Philip A.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. How can you make that happen in these brief meetings? Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Verint

DECEMBER 13, 2017

What solutions should we invest in to help achieve customer experience goals and meet customer expectations? This may be true for your organization when it comes to workforce optimization. A question being asked within many organizations is—how can we deliver better customer experiences?

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Fonolo

MAY 7, 2015

As the supervisor of a contact center, your job is to make sure that your team of agents provides the best experience possible to your customers. Oh, and don’t forget staying abreast of the latest contact center industry news. Coach and Teach, Don’t Preach. Balance Workflow to Meet Demand.

Call Center 126

Call Center Management Contact Center Coaching 126

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. The Noble Workforce Optimization Suite. What are the Benefits of using a WFO Solution? WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

Zoom International

NOVEMBER 7, 2018

Think about this – you could meet budget, hit your service level goal, deliver great quality scores, and your customers may agree that the agent they spoke with today was very polite – while your organization delivers substandard products at uncompetitive prices, a poor service experience and your customers trash you on social media channels.

Contact Center 40

Contact Center Banking Surveys Metrics 40