Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

MARCH 12, 2024

Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Good search tools allow the manager to zero in on the specific interactions requiring attention, evaluation and further agent coaching. Call Monitoring. Enforced by FTC.

Quality management 40

Quality management Management Best practices Coaching 40

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

COPC

MARCH 11, 2024

By guiding them through a personalized experience, you can better engage them and set them up for success. Do new hires feel confident in managing their workload and responsibilities? What does the coaching process look like? Ask the following questions to establish a strong base for long-term retention.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CSM Magazine

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. 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.

Quality management 75

Quality management Contact Center Management Best practices 75

CSM Magazine

OCTOBER 10, 2023

What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented. Understand that the problem is not empathy in itself but how it is coached.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

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

Serenova

MAY 1, 2020

Remote work environments can make performance monitoring, coaching and feedback challenging because the natural, ongoing interactions between supervisors and agents are missing. While supervisors should devote time to personally connect with agents, the time pressures caused by increased call volume due to the pandemic leaves little time.

Morale 98

Morale Coaching Contact Center Quality management 98

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. A coaching solution that automatically delivers feedback on how to improve can be very effective.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CSM Magazine

APRIL 25, 2023

Spotlight Personal Strengths Personal traits and strengths can drive behaviours that can result in positive customer outcomes such as enhanced customer satisfaction ratings, greater customer loyalty and ultimately, new sales. Then sit back and watch personal belief, performance, and engagement levels soar.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

Playvox

MARCH 29, 2022

WEM unleashes the X factor of agents that are empowered, happy, and working towards personal and team goals, transforming average contact centers into best-in-class performers. A WEM suite includes the core modules of Quality Management (QM), and Workforce Management (WFM). The Digital Era of WEM.

Management 60

Management Contact Center Coaching Quality management 60

Talkdesk

MAY 11, 2020

We may have people joining our teams who we’ve never met in person. How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

Aspect

AUGUST 26, 2019

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

CSM Magazine

JANUARY 5, 2022

This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences. The nature, then, of these interactions requires organizations to revamp their performance and quality management approaches. Supporting Agent Coaching and Empowerment.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

APRIL 18, 2023

Elevate Functionality Across Key Workflows Combine data from Workforce Management (WFM) and Quality Management (QM) systems to provide an extra layer of value that optimises contact centre performance. 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

DMG Consulting

OCTOBER 6, 2023

Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Serenova

NOVEMBER 19, 2019

I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees. We first acquired TelStrat in 2017 and subsequently released our first product on that technology, which integrates CxEngage into CxEngage Quality Management (CxQM).

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Playvox

JUNE 28, 2022

Your agents can now deliver personalized cross-channel customer experiences that build loyalty while driving retention and higher sales. A WEM suite commonly includes WFM and quality management as cornerstones, while also offering an array of add-on solutions to close the agent performance loop.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

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. Sometimes it’s worthwhile to send in a different QA manager to see if there’s a personality mismatch.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Playvox

JANUARY 24, 2022

What’s more, customers expect to have a consistent experience where they are recognized across all interaction channels — whether digital, in person, or voice. In the age of digital disruption, customers now expect effortless and personalized omnichannel experiences, or they will likely take their business elsewhere.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Tethr

NOVEMBER 15, 2021

Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more. Genesys to take advantage of scalable AI-powered personalization. Looking for peerless AI-powered personalization in the contact center? Check out their website to learn more.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Serenova

APRIL 10, 2020

Attrition may even increase under the weight of personal stress, leaving contact centers with fewer agents to handle more calls. The increasing threat of the COVID-19 outbreak has made personal safety and health paramount for contact centers. Agents receive actionable, immediate coaching that allows them to course-correct in real time.

Contact Center 85

Contact Center Benchmark Government Coaching 85

Monet Software

MARCH 10, 2021

Training must be adapted to avoid declines in quality management and customer experience. Unfortunately, deficiencies may become more apparent as call centers move on from transitioning existing agents home and start recruiting new agents who have never experienced in-person training and support.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Serenova

OCTOBER 24, 2019

But here’s the obvious lesson (obvious, but perhaps overlooked even in the largest organizations): consistently exceptional service requires continual quality management and training. Implementing a workforce optimization program that includes ongoing quality management can be a powerful tool. Here’s the whole story.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

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

NobelBiz

AUGUST 3, 2021

The supervisor or manager may also be stressed by his or her inability to help the rest of the team. Thus, by asking questions about the practices of each person and keeping an eye on statistics, the mentor pushes the agents to make a self-diagnosis and look for the solution themselves. You do not have to be sick to recover!

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

CSM Magazine

MAY 5, 2022

When combined with modern call recording, quality management and performance coaching, today’s analytics-driven solutions offer a complete, end-to-end personal development toolkit. Agent self-scheduling is just one way to engage and motivate employees.

Self service 52

Self service Service level Analytics Coaching 52

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 Enterprise Gamification 77