NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. The post Call Center optimization: Tools and best practices to increase performance appeared first on NobelBiz.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

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

NobelBiz

SEPTEMBER 12, 2023

In the contact center realm, measuring Talk Time isn’t just about numbers; it’s the compass guiding us toward efficiency, quality, and customer satisfaction. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured?

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Talkdesk

JULY 16, 2019

What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Contact center agents may also take issue with the performance metrics being used to assess them. The post What is Call Center Performance Management?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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. The Call Center Stress syndrome has been identified through numerous studies aiming at finding the cause of high absenteeism in the Call Center industry.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. AI-infused quality management is enabling leaders to stop problems before they start. It’s looking at the people, processes, and systems in a holistic way.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74