Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk. fall into the “engaged” category.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Serenova

NOVEMBER 19, 2019

By combining Serenova’s CCaaS with intelligent, native WFM, we will offer a new and innovative way for contact centers to ensure the right staffing, at the right time, for optimal cost efficiencies and customer experience. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. 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.

Quality management 29

Quality management Call Logging Management Employee engagement 29

COPC

MARCH 11, 2024

Do new hires feel confident in managing their workload and responsibilities? What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? If not, what support is available to them? What were your first priorities?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Serenova

MAY 13, 2020

But this is when positive customer experience will earn brands the long-term loyalty necessary to sustain—and even thrive—through and beyond crisis. Your agents are your front-line champions, and with every interaction comes an opportunity to deliver a loyalty-building customer experience. Who will monitor the calls.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.

Management 75

Management Schedule adherence Contact Center Coaching 75

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Serenova

JUNE 11, 2019

And while workplace stress is a clear threat to the health of individual employees, it also directly correlates to the perennial contact center challenges of agent recruitment, retention and engagement, all of which have very direct effects on customer experience. Industry-wide attrition rates support that. Antidotes to Burnout.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

DMG Consulting

SEPTEMBER 12, 2023

From presenting the best recommendations for handling objections to close a sale to supplying procedures to resolve customer inquiries or identifying approaches to increase collections, RTG solutions have countless possibilities.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Hodusoft

JUNE 17, 2021

For attracting and retaining customers, many businesses use call recording for adequate quality control. This industry is expected to grow steadily in the next few years and reach a value of 496 billion USD by 2027. . Companies now view the call centers as an opportunity to provide strategic, experience-oriented customer care.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. After all, the employee experience drives the customer experience. will ultimately fall flat.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

ijgolding

DECEMBER 4, 2019

Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Counting numbers of customers recommending you to others. Is that the result or outcome of good quality? Descartes).

Quality management 92

Quality management Construction Customer emotions Coaching 92

Playvox

APRIL 4, 2023

To keep engagement up, feedback should be focused on coaching rather than micromanaging. A coaching solution that automatically delivers feedback on how to improve can be very effective. This helps your managers make their one-on-ones with agents about connecting and can help them notice signs of burnout and distress sooner.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Monet Software

MARCH 10, 2021

Although there is a lot of truth to that old saying, “the only constant is change,” the work-from-home agent is likely to become a permanent feature of the industry landscape. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

CSM Magazine

JUNE 22, 2023

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. As a customer service center leader, improving the efficiency of your customer service center is always the top priority.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Enghouse Interactive

SEPTEMBER 20, 2021

of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated their UC and CC platforms to optimize and increase their operational flexibility across their organizations and were found to have delivered better customer experiences (CX) as a result.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Enghouse Interactive

JULY 7, 2021

The supervisor’s value is in rewarding positive skills and behaviors, providing ongoing coaching and encouragement, correcting bad practices, and identifying training gaps, while also insulating the contact center from unexpected problems and issues. Manages by exception, usually voice only. Harried Analog Supervisors.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. Customer Chit-Chat. Whether it’s a messaging app or live chat, cloud contact centers can provide customers with the flexible and accessible channels they want and expect. billion in 2020.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Enghouse Interactive

OCTOBER 21, 2020

As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. and that each customer interaction will take longer and be more involved because the self-service offering will take care of the routine customer inquiries.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Increased cost of space.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Aspect

NOVEMBER 13, 2017

While professional Hollywood actors win acclaim and awards for their skills, including subtle changes in speech, tone and facial expressions in order to convey genuine emotion, customers instead expect to be similarly understood and listened to by brands, every single day.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Serenova

OCTOBER 24, 2019

We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. Here’s the whole story. Bad Reviews for MoviePass.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. Our Performance Management tool offers visibility into KPIs that can positively impact the customer experience.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Verint

MARCH 6, 2018

The online event—part two of this webinar series—will speak to how automation is changing the way the industry thinks about quality management, what this transformation entails and why it matters. Automated Quality Programs—Making Every Agent Your Best Agent”. Global Connection Congress. ePharma Conference.

Quality management 35

Quality management Coaching Self service Enterprise 35

NobelBiz

FEBRUARY 14, 2022

This call center KPI can help you figure out how good your service is, how well your team works together, and if an agent needs more training to quickly solve customer problems. However, and this is the misconception, fast service doesn’t imply a good customer experience. Naturally, some people are more adept at it than others.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

CSM Magazine

MAY 5, 2022

This has hit the contact centre industry hardest, where higher-than-ever levels of stress are driving serious agent retention issues. When combined with modern call recording, quality management and performance coaching, today’s analytics-driven solutions offer a complete, end-to-end personal development toolkit.

Self service 52

Self service Service level Analytics Coaching 52

8x8

FEBRUARY 6, 2019

8x8 X Series has enhanced speech analytics to provide voice of the customer insights, enabling companies to optimize customer experiences through data-driven decisions. Customer experience analytics. VIsibility into customer interactions and IVR usage. Quality management. Workforce management.

Analytics 48

Analytics CRM APIs Contact Center 48

Enghouse Interactive

JUNE 24, 2021

With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). It’s helping them become more customer-centric, increasing their overall responsiveness, and by extension, their success.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69