DMG Consulting

JANUARY 10, 2022

Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

JULY 26, 2018

If possible, have the lead QA person deliver this module so new agents get acquainted with them.). Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task. Encourage coaches to share positive feedback as well as constructive criticism.

Best practices 48

Best practices Call Center Calibration Gamification 48

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Monet Software

APRIL 24, 2020

QM systems in particular empower supervisors to review all forms of customer contacts—calls, emails, texts and DMs—to steer daily performance, identify opportunities for improvement and feed a continual, personalized skills development cycle for each agent. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Serenova

JUNE 6, 2019

It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person. Quality management solutions allow you to monitor agent interactions with customers wherever they are. You can use the insights from agent performance to address issues your agents may have that impact call quality and CX.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

DMG Consulting

APRIL 16, 2019

Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Speech and text analytics are being enhanced with predictive analytics capabilities to enrich and personalize each customer interaction.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Let’s take a look at six ways a manager or supervisor can positively impact agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

FEBRUARY 22, 2023

However, this might raise concerns about security and dependability (personal computers may not be powerful or secure enough to use these tools). Passing this information to the AI-managed knowledge base finds the correct response to the customer’s query and lets the agent go to the next.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, this might raise concerns about security and dependability (personal computers may not be powerful or secure enough to use these tools). Passing this information to the AI-managed knowledge base finds the correct response to the customer’s query and lets the agent go to the next.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

JUNE 5, 2020

With childcare centers and schools closed, navigating the challenges of trying to work productively in shared spaces can mean managing relationships, (often increasing) responsibilities, schedules and personal wellbeing. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. This ensures that the inbound calls always reach the correct person/department. Avaya Cloud Virtual Agent: The brand’s AI-powered auto attendant system paves the way for smart call routing. 5 stars.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345