COPC

MARCH 11, 2024

Having sales experience does not mean one excels at sales.) 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?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

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. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

DMG Consulting

SEPTEMBER 16, 2017

Should Customer Service be a Sales Channel? This is a case where one poorly managed organization has hurt an entire industry, as cross-selling is a positive activity when managed properly. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

DMG Consulting

MARCH 10, 2023

Fortunately, many innovations that have been under development during the past few years are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives. Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. Then, it makes your job as the manager tricky.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. What’s more, it assembles specialists dedicated to the study and sharing of quality concepts and skills.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

DMG Consulting

JUNE 29, 2017

Should Customer Service be a Sales Channel? . This is a case where one poorly managed organization is going to hurt an industry, as cross-selling is a positive activity when it is managed properly. For the record, it isn’t possible that Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center Consulting 48

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

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Analytics 115

Analytics Enterprise Quality management Coaching 115

DMG Consulting

JANUARY 4, 2023

This is also the case for your contact center and other front and back-office service and sales organizations. Executives recognize the role and contributions of their customer-facing sales and service (collections, help desk, field service, etc.) organizations in building and enhancing their brand.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

Playvox

JUNE 28, 2022

We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there. Letting people connect with you their way will drive more sales. Your agents can now deliver personalized cross-channel customer experiences that build loyalty while driving retention and higher sales.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Playvox

APRIL 5, 2022

What you need are agents capable of solving customer problems in ways that are not only efficient but also create customer experiences that build loyalty and drive sales. Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. What is Workforce Engagement Management (WEM)?

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Own the quality of their team. Own the quality of their team. Modify agent behavior through coaching. What should I have said to make the sale? This week’s question for your employees – Why do you like being coached? Correct undesirable behaviors. Improve communications skills.

Coaching 45

Coaching Calibration Contact Center Call Center 45

JustCall

NOVEMBER 24, 2022

” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. This is the essence of a call center quality assurance. What is the Relevance Of Contact Center Quality Management i n a Call Center? Contact Quality.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. A good example is using quality scores to impact schedules rather than create schedules based purely on agent skills.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Playvox

SEPTEMBER 30, 2021

Incorporating gamification into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods. It also lets supervisors assess them and take the necessary action to help with training and coaching. Performance Management. Break up the Monotony. Employee Engagement.

Gamification 52

Gamification Call Center Contact Center Coaching 52

CSM Magazine

APRIL 25, 2023

Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. 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

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Call now at +1-707-708-4638, +91- 8866728362 or write to sales@hodusoft.com for one-on-one discussion.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. QA managers can help agents build resilience by focusing on behaviors in addition to outcomes.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

DMG Consulting

NOVEMBER 30, 2023

This application leverages AI, including NLU and generative AI, to listen to and understand both sides of a live conversation, then advise and guide agents to properly address objections (in a sales or collections environment) or resolve and handle service inquiries, in real time. Analytics-enabled quality management.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. The second mistake call centers make when buying call monitoring software is falling victim to heavy pressure tactics from sales staff. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. sales, collections, etc.). sales, collections, etc.).

Contact Center 48

Contact Center Gamification Coaching Analytics 48

RapportBoost

JANUARY 29, 2019

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. At RapportBoost, we think that happens on two levels: within the language of chat itself, and within the management structure of the chat team. A customer may reach out for product information or requesting recommendations.

Coaching 51

Coaching Revenue potential Analytics Contact Center 51

CSM Magazine

FEBRUARY 7, 2023

This is the best way to influence brand perception, win sales, and build longer-term loyalty. Effortlessly link to workforce management (WFM) and quality management (QM) systems and messaging apps like Facebook Messenger, WeChat, or WhatsApp. Inspire and motivate team members through gamification.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

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. Out with the Old.

Quality management 35

Quality management Coaching Self service Enterprise 35

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Maximize human capital.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

DMG Consulting

JANUARY 2, 2018

Companies that are serious about using speech analytics and treat it as an enterprise-level analytics solution, support it with highly trained business intelligence analysts, and build a change management program to apply its findings are realizing great benefits. ANALYTICS-ENABLED QUALITY ASSURANCE. QA is necessary for many reasons.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

Customer Centric Support

FEBRUARY 13, 2017

A Customer Service Vision Statement is your opportunity to bridge this gap, and channel purpose into everything from quality management, to coaching conversations, to rewards and recognition. As Sarah Steely Reed taught me, there is great power in having a consistent brand voice across marketing, sales, and support.

Customer Service 67

Customer Service Customer centricity Coaching Contact Center 67

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center. 5) Call Quality. 1) CSAT (Customer Satisfaction).

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. About the Author.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

DMG Consulting

APRIL 16, 2019

AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. THE NEXT ACT.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? For more information, visit [link]. About the Author.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Monet Software predicts in their study that call centers using workforce management systems generally experience a minimum reduction of 2% for staff hours with an average potential savings in the 5-10% range. With workforce management it is generally expected that at least 25% of the time currently devoted to manual input can be saved.

call center workforce 54

call center workforce Call Center Technology Management 54