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. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

COPC

MARCH 11, 2024

Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training? Do new hires feel confident in managing their workload and responsibilities?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. And they can help managers “walk the floor” remotely to stay engaged with their teams.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Monet Software

JULY 4, 2018

Do you have a quality management (QM) program? Call Scoring This is perhaps the most critical aspect of quality management, so it is best decided with the participation of as many employees as possible. Technology?. Without the right software, a quality management program is going to struggle.

Quality management 48

Quality management Management Coaching Contact Center 48

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Optimization helps reduce unnecessary expenses while maintaining service quality. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

FEBRUARY 20, 2024

The rise of technology has made it easier than ever for employees to work from home or other remote locations, and many companies are reaping the benefits of this arrangement. This is a mistake as those employees who don’t receive consistent feedback, are more likely to become disengaged and even seek opportunities elsewhere.

Management 88

Management Gamification Calibration Quality management 88

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. How Managers Communicate With Agents Your managers’ communication style and abilities can help your customer service agents’ sense of well-being and engagement — or damage them. Only 26% feel the feedback they do get helps them do better work.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. View this article on the publisher’s website.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Performance And Quality Management. Turn To Technology To Support Remote Work.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. AI technologies can help your team work smarter, not harder, by automating repetitive tasks and providing valuable insights into customer inquiries.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

SEPTEMBER 30, 2021

The system tracks your movements and provides feedback and points based on how well you’re keeping up. You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. In a contact center environment, feedback to agents should be hourly or at least daily.

Gamification 52

Gamification Call Center Contact Center Coaching 52

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Real-time guidance (RTG). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

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.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

CSM Magazine

APRIL 25, 2023

Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed. With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

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?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 5) Continue to evaluate.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. This requires the right people, processes, and technologies. Implement A Full Quality Monitoring Program. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

DECEMBER 7, 2020

Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure (automatic call distributor (ACD) or dialer), have accelerated their move to the cloud by anywhere from 2 – 6 years, a remarkable rate for the traditionally staid contact center technology market.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

APRIL 10, 2020

But to make a work-from-home (WFH) team safe and successful, you need technology that does more than route customers to remote agents; you need solutions that bridge the personal connection gap between remote agents and supervisors. Agents receive actionable, immediate coaching that allows them to course-correct in real time.

Contact Center 85

Contact Center Benchmark Government Coaching 85

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. Modern technology allows for an Automated Quality Management (AQM) process that provides more fairness for agents and is more useful to supervisors.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature.

call center software 210

call center software Call Center Contact Center Analytics 210

8x8

MAY 23, 2018

But technology will only get you so far in your quest to provide great customer service. Focus on Coaching and Training. Agents burn out quickly not just because of the aforementioned complexity surrounding each interaction, but because too many contact centers lack effective coaching and performance management.

Customer Service 48

Customer Service Scripts Coaching Contact Center 48

NobelBiz

AUGUST 3, 2021

In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JULY 7, 2021

To ensure this doesn’t happen, it all comes down to training, oversight, assessment, and feedback. With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged. Continuous improvement by better coaching agents.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Serenova

JUNE 11, 2019

In a May 29 article, HR Technologist outlines strategies and technologies employers can use to combat workplace stress, especially for your most sensitive (and often more challenging) employees. Adopt Continuous Two-way Feedback. The better approach is a continuous feedback process. Fortunately, there are ways to help.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Keep Up With the Latest Contact Center Technology. What do great call center managers do? A contact center manager’s job is often a thankless one. So, why not use them as a means of providing feedback? Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Enghouse Interactive

OCTOBER 21, 2020

Training is key – to facilitate change and to make the agents comfortable with the new technologies. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Validate your assumptions and findings based on the next round of customer feedback analysis. Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Serenova

OCTOBER 7, 2020

Many call centers, reliant on rigid policies and on-premise technology, have struggled to turn the ocean liner. Ensure your virtual call center technology (as well as your people) can adapt to change. Provide continuous, individual feedback. Leaderboards are great, but nothing can replace 1:1 feedback.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

NobelBiz

FEBRUARY 14, 2022

Realistic: the target must be attainable while taking into consideration the type of campaign, your technologies, and your targets. As a manager, one of your most significant responsibilities is to analyze and understand your team’s performance. This is why managers can help in reducing the total number of incoming support calls.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62