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

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JUNE 28, 2022

In a Zendesk CX survey , 93% of consumers said they would spend more with companies that offered them their preferred way to reach customer service. Workforce management software in the contact center provides automated agent scheduling and forecasting, along with other features such as long-term planning and real-time visibility.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

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

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? And 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support.

Quality management 78

Quality management Management Contact Center Coaching 78

JustCall

MARCH 9, 2023

Cons: While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer. Gladly Gladly Gladly is all about driving customer loyalty by offering tools that enhance personalized interactions between your business and customers.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Serenova

MAY 29, 2020

Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. You’ll improve customer experience metrics like average handle time and first call resolution. Smart Quality Management. Metrics Focused on Customer Experience. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

JANUARY 7, 2020

More than a decade ago, Serenova realized technology didn’t exist that could deliver immediate, consistent and exceptional service for brands. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. In turn, this can cause less than optimal customer satisfaction scores.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Get AI, automation, and omnichannel tools all at your fingertips on one desktop with Five9’s integrated contact center solution.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience?

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

Monet Software

DECEMBER 21, 2018

The solution was designed to empower contact centers and help desks to improve customer experience and agent productivity, identify performance gaps, reduce costs, and deliver outstanding and efficient customer service. We debuted our new, modern and more responsive company website this month. Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

NICE inContact

NOVEMBER 6, 2018

Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. Ensure your contact center provides you with both historical, as well as real-time insight. Consolidate tools.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Playvox

JANUARY 13, 2022

The right solutions can help organizations successfully adapt to new and existing contact center trends. Cloud-based contact center solutions can reach every employee no matter where they are, which supports a hybrid work model. Related Article : 7 Customer Service Channels We Will Use in the Future.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. Service suffered, but many organizations found that sending agents home could not only work , but in fact, work quite well. . O rganizations simply did the best they could.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Support Operations Manager.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

DMG Consulting

DECEMBER 10, 2018

And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Playvox

NOVEMBER 4, 2021

For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Your organization has likely been forced to embrace new technology to remain relevant and deliver exceptional customer service. How about mobile device support?

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

Enghouse Interactive

JULY 7, 2020

At the same time, a contact center chatbot can “listen in” to the call to monitor how the call is progressing and provide appropriate agent guidance regarding additional customer service solutions. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 4, 2019

Drop by kiosk #507 and we’ll show you how Enghouse Interactive can improve your Customer Experience (CX) and help you increase your revenue generation capabilities by using the industry’s most reliable Contact Center solutions. Click here for discounted tickets!

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

Enghouse Interactive

JUNE 11, 2021

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. This new reality has a significant impact on what customers want and how they want it. At the same time, businesses have more data available to them, from across every possible channel their customers use, than ever before.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

DMG Consulting

MAY 6, 2022

In other situations, contact center infrastructure vendors have committed to supporting their premises-based solutions for the life of the asset, while making it clear to clients that such solutions will not maintain functional parity with their cloud products.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

NobelBiz

AUGUST 3, 2021

CTI: Computer Telephony Integration provides for enhancement and strengthening of client interactions by adding a new dimension to the notion of customer service. These systems may also identify and analyze customer emotions during a call. This is where solutions that make use of the cloud’s capabilities shine.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

NobelBiz

FEBRUARY 14, 2022

FCR – First Contact Resolution for inbound contact centers First Contact Resolution (FCR) is an important metric for support or customer service centers. In the contact center industry, the FCR shows how well your team does at responding to and solving customer service issues on the first interaction.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Serenova

JUNE 6, 2019

For example, are advances in artificial intelligence (AI) and interactive voice response (IVR) the solution? Yes, automation is helping by taking care of the most basic customer service needs, such as password reset—rudimentary tasks agents find monotonous. But don’t let technology get in the way of a good customer experience.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Global Response

MARCH 1, 2022

In this example, a small retail business is building out their call center. They’ve recently outsourced their call center to help handle the increasing volume of customer service calls as their business grows. Customer satisfaction is one of the most important goals for a call center, and an important metric to track.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Enghouse Interactive

OCTOBER 21, 2020

Effectively and efficiently resolving a customer issue can be rewarding and helps reinforce the value of the agent role and its value to the organization’s customers. In so doing, both the agent and customer benefit, and this can potentially lead to increased business and customer retention.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JANUARY 13, 2021

Customer First” drives success. Customer service has become the top business priority. Anything that dramatically or fundamentally changes how agents and staff do things, has been proven to lead to failure, more often than not *. Everything else will fall into place thereafter. The proof is in the numbers.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66