Coaching Events Quality management Technology 
CX Global Media
FEBRUARY 28, 2019
Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. Stop bludgeoning your contact center into technology submission.
Playvox
AUGUST 25, 2021
Technology that Fosters Well-Being. As businesses shifted from interacting with their clients in-person, digital channels became the primary means of customer communications, causing organizations to rethink their technology and communications strategies. Related Article: 12 Signs Your Contact Center Needs a WEM Solution.
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Playvox
DECEMBER 21, 2022
Agents who thought their contact centers had some improvements to make with regard to remote work say they wish they had: Frequent check-ins and more availability from managers. Regular inclusion in company events. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams.
Playvox
MAY 2, 2023
Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.
Serenova
JUNE 6, 2019
Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?
Playvox
OCTOBER 18, 2022
Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations. If an agent’s performance metrics begin to slip, targeted coaching can help get them back on track whether they’re remote or in the office.
Serenova
JUNE 5, 2020
. • Single-day reoptimization makes it easier to handle unexpected events, such as absences or changes in call volume. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day. You can help combat this by dialing up feedback with quality management tools.
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