Are You Using All That Workforce Optimization Has to Offer?


Use Automated Quality to Evaluate Interactions. Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Now that you can autoscore all of your calls, it is important to use this data to improve your operations.

Four Reasons Why Your Coaching Efforts Aren’t Working

Monet Software

The college and pro football regular seasons are wrapping up, and every year that means one thing – some coaches will be out of a job. Coaching is important, whether you run a football team or a contact center. And if you’re not getting the most out of your coaching efforts, it will impact customer service. We’re not suggesting that anyone get fired – but we do think it’s inherent on coaches to not fall into a rut. And coaching needs to get them there.


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Super-Agents Are Real (Blog #4)

Enghouse Interactive

Today, the biggest challenge facing global service organizations and traditional contact centers is delivering a quality of service experience in line with the expectations of the modern customer – one that keeps the customer satisfied and instills loyalty to their brand.

Super-Agents Are Real (Blog #3)

Enghouse Interactive

Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

5 Helpful Contact Center Tools for Managers

NICE inContact

You might be able to take phone calls with just phones, but you won’t be able to do a very good job with just the bare necessities. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Do you know which topics or issues come up the most during calls in your contact center? called before”, “second time calling”, “issues with billing process”, etc).

The best contact center reporting and analytics tools on the market [Guide]


Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more. InMoment to put your call center data into the wider CX and EX context. Call Center

9 Contact Center Best Practices for 2020 (and Actionable Tips)


Surviving the first months of COVID-19 required a swift operational reboot that began with a major work-from-home (WFH) transition. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

9 Contact Center Best Practices for 2020 (and Actionable Tips)


For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

NICE inContact

But contact centers are not built to serve managers, they are built to serve customers. When customers call, they want their problems solved fast. Also make sure you can accurately forecast call volume and create the right staffing plan. Workforce management (WFM) software can help. This will eliminate the need to manage WFM as a separate application as well as give you the best results.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and careful evaluation is necessary to find the right software to meet your call center’s unique needs.

Don’t Let your Customer Service Experience Suffer: Give Agents Better Visibility into Metrics and Daily Progress with 3 Sample Call Center Wallboards and Dashboards


According to research from Jeff Toister , agents without call center wallboards in their work environments are more likely to be at severe risk for burnout. On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. While some companies might think of call center wallboards as a distraction, there’s proof these metric displays improve performance. Like First Call Resolution and Average Handle Time.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The key thing you need to do is agree on top KPIs (Key Performance Indicators) for the call center partner to monitor on a daily and monthly basis to optimize performance. 5) Call Quality.

How Can You Increase Your Contact Center Service Level?

Dialer 360

But the most significant thing is how you can improve the level of call center service? For a beginner, an incoming call center is where reps answer a call from customers. Today, there are many reasons that why a customer can call the company. What Is A Call Center Service Level? If it used as a call center metric service level measure with a percentage. For instance, the service level of 95% would achieve 9/10 calls; answers established a time limit.

7 Things Great Call Center Managers do Every Day


UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both.

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

NICE inContact

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. Firstly, it’s important to have the right software cloud software in place. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Hype or Reality? Importance of Customer Service as a Key Differentiator


Because of the nature of Lenox’s business, both sales and call volumes are dramatically higher during the holiday season than at other times of the year. On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. On Cyber Monday, Lenox was able to maintain an excellent customer experience in spite of the high call and chat volumes, ensuring all customers had a good experience.