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

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

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

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.

Quality management 75

Quality management Contact Center Management Best practices 75

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

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

Talkdesk

MAY 11, 2020

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. They then leave comments to motivate, coach, or encourage agents via Observe.AI. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Enghouse Interactive

JULY 7, 2021

With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged. The result is that agents will benefit from more time spent being proactively coached, leading to agents being more motivated and engaged.

Scripts 52

Scripts Coaching Contact Center Call Center 52

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

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. Quality Management. Break up the Monotony.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Playvox

OCTOBER 18, 2022

For example, consider adding a section on the expected communication frequency and method so they know they’re certain to get one-on-one time with their manager. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. Finding the Right Technology to Support Remote Work in a Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

MARCH 10, 2021

Training must be adapted to avoid declines in quality management and customer experience. Communication and coaching must be adapted to the remote environment to retain the advantages of all those carefully evolved motivational tactics, ranging from scheduled side-by-sides to the ad hoc “thumbs up” to an agent who needs encouragement.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Verint

MARCH 6, 2018

Using Automated Quality to Make Every Agent Your Best Agent Webinar. Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m. March 8; Online Webcast. ePharma Conference.

Quality management 35

Quality management Coaching Self service Enterprise 35

Verint

DECEMBER 12, 2017

Automated quality management provides the ability to automatically score some or all of the questions—in some or all of your evaluation forms. Read valuable perspectives from Forrester Principal Analyst Ian Jacobs after our recent Automated Quality webinar in this Q&A document. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

Verint

NOVEMBER 1, 2017

Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits for your quality team, as well as your frontline employees, your customers and your company. How can we free up quality teams to focus on driving greater value for the business—and for agents? Register here.

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. Click here to watch the webinar on demand with LEGO. See more quotes from the webinar here :

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

8x8

OCTOBER 25, 2017

Unfortunately, agents often lack coaching and training. Register for the 8x8 webinar with Strategic Contact’s Lori Bocklund to learn more about Top Contact Center Challenges & How to Solve Them. Agents are unequipped to answer questions: Customers don’t need the friendliest or most compassionate agent.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. And that’s where your coaching ability as a manager comes in. And this is where your managerial and coaching skills come in.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Enghouse Interactive

FEBRUARY 5, 2021

Quality management systems. Equally, they need to be able to support agents and to monitor quality through real-time speech analytics (RTSA), with the ability to join a call to support or coach an agent. Finally, ensuring security and compliance is vital – wherever agents are based.

Self service 40

Self service Coaching Chatbots Quality management 40

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. Let’s explore the opportunities for AI in quality management a bit deeper.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Analytics 55

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Avaya

JUNE 18, 2018

Watch our webinar “How Your Contact Center Can Help You Comply with the New General Data Protection Regulation” to learn more about using Avaya Workforce Optimization to support your GDPR initiatives. Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance.

Quality management 40

Quality management Analytics Coaching Contact Center 40

8x8

DECEMBER 3, 2018

Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills. Attend industry conferences and webinars to learn how your peers and competitors are improving customer service.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54