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

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Some examples include: A large technology company uses riddle game techniques to attract skilled job candidates.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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

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

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. Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”….? Call Monitoring. Respecting Applicable Regulations.

Quality management 40

Quality management Management Best practices Coaching 40

COPC

MARCH 11, 2024

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? If not, what support is available to them?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

CSM Magazine

SEPTEMBER 14, 2023

Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products. 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.

Management 59

Management Coaching Contact Center Customer centricity 59

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The complete overview of the current status of quality management among those in the industry is provided in Figure 1 below. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

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

DMG Consulting

MAY 26, 2020

What technology will help us manage this shift? Interaction analytics, comprised of speech and text analytics, help supervisors and managers identify the reasons customers are contacting their agents, and also enable them to “hear” customer conversations even when their employees are working at home.

Contact Center 48

Contact Center Technology Gamification Management 48

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

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

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

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

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. Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier.

Management 88

Management Gamification Calibration Quality management 88

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

CSM Magazine

OCTOBER 10, 2023

Understand that the problem is not empathy in itself but how it is coached. To lower AHT without negatively influencing service quality, many contact centres target each of these three parts individually. For example, they may reduce talk time by implementing agent-assist technologies or they improve call routing to lower hold times.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

FEBRUARY 27, 2023

With this unique solution pairing, Salesforce-powered contact centers can now have a digital-first, cloud-native workforce engagement suite, which also includes quality management and coaching. CX leaders have real-time operational visibility and unified coaching and quality management processes.

Management 75

Management Schedule adherence Contact Center Coaching 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

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

JANUARY 5, 2022

New technologies will help contact centers be more agile in the new year. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences. When is the right time to assess the quality of an interaction? Supporting Agent Coaching and Empowerment.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Playvox

APRIL 5, 2022

With the right culture and technology tools, you can cultivate a highly motivated team that improves over time. Fortunately, technology has evolved as well. That’s where workforce engagement management tools come in. The hallmark of a high performance contact center is a high employee retention rate. Perhaps not. But engaged?

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI 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.

Coaching 88

Coaching Contact Center Morale Analytics 88

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. This week’s question for your employees – Why do you like being coached? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover.

Coaching 45

Coaching Calibration Contact Center Call Center 45

DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. Generative AI is ideal for service organizations due to its ability to create content in response to inquiries.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

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. Analytics-enabled quality management.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

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

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. Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

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

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

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

CSM Magazine

JUNE 22, 2023

Calabrio leads the charge by placing employees firmly in the driver’s seat, merging cutting-edge technology with innovative design to amplify job satisfaction and performance, regardless of location. Support for Hybrid Operations: The modern workforce demands flexibility and autonomy, irrespective of organisation size.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Hodusoft

JUNE 17, 2021

The data sources include approved user reviews, public data sources, and data from technology vendors. . Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Kartik Khambhati, Co-Founder & CBDO said.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

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