Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live monitoring from your supervisors and/or your QA areas is like in-game coaching. Live Calls help you Win the Game Today.

Quality management 52

Quality management Call Center Management Coaching 52

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?

Quality management 48

Quality management Management Upselling Contact Center 48

Verint

APRIL 19, 2016

Adding speech analytics to quality programs can help organizations hone in on the specific things that matter to the business, to produce significant insights to guide changes that can help reduce customer complaints, repeat calls, compliance risk and customer churn—as well as increase upsell success rates and customer satisfaction and loyalty.

Analytics 23

Analytics Upselling Quality management Coaching 23

Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world, customer experience centers have become the heart of modern businesses. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Management 57

Management Agent burnout Contact Center Coaching 57

Enghouse Interactive

AUGUST 13, 2018

Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Is it that it wants to cross-sell and upsell to the customer?

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Step 3: Get Executive Buy-In.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

NobelBiz

MARCH 23, 2022

Upsell Revenues : Generated by your existing clients who opt for several of your offers or services. Coaching, recording, and other on-the-spot solutions There are numerous ways to boost your ROI with today’s call center technologies. On-call coaching, call recording solutions, call whispering , and many other available examples.

contact center solutions 52

contact center solutions Contact Center voip call center software 52