Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. Step One: Ditch the ‘Random’ Approach.

Quality management 48

Quality management Management Upselling Contact Center 48

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. CALL CENTER MONITORING USING LIVE CALLS. Live monitoring from your supervisors and/or your QA areas is like in-game coaching.

Quality management 52

Quality management Call Center Management Coaching 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. In a digital-first world, customer experience centers have become the heart of modern businesses. ENJOYING THIS ARTICLE?

Management 57

Management Agent burnout Contact Center Coaching 57

Verint

APRIL 19, 2016

Adding speech analytics to quality programs can help organizations hone in on the specific things that matter to the business, to produce significant insights to guide changes that can help reduce customer complaints, repeat calls, compliance risk and customer churn—as well as increase upsell success rates and customer satisfaction and loyalty.

Analytics 23

Analytics Upselling Quality management Coaching 23

8x8

DECEMBER 3, 2018

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Step 3: Get Executive Buy-In. Evaluate how current technologies can support your business goals.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Enghouse Interactive

AUGUST 13, 2018

Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Is it that it wants to cross-sell and upsell to the customer?

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40