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. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Can you switch up the work, put them in charge of a project, have them coach a colleague or offer other opportunities? Doing so might drive some new excitement.

Morale 100

Morale Agent burnout Coaching Contact Center 100

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

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. Yet there will be occasions when there is no choice but to let go.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

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