Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Customer-first Support. Global Scalability.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

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 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

Playvox

JUNE 28, 2022

Related Article: How To Choose The Right Channels For Your Omnichannel Strategy. When evolving into an omnichannel contact center, it’s easy to forget the need to upgrade the tools you use to manage your most expensive, and valuable, resource: your staff. Now that we know the destination, let’s map the journey.

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. Like what you’re reading?

Management 62

Management Enterprise Analytics Contact Center 62

NobelBiz

AUGUST 3, 2021

On the other hand, if supervisors or quality managers are spending hours identifying calls to coach, a decent speech analytics solution will save you time and enhance performance. Data management, whether through a user account, a website, or a form, is a lever for optimizing consumer interaction.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

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? Instead, contact center leaders and analysts should focus on measuring the experience as part of the greater strategic business goals.

Quality management 78

Quality management Management Contact Center Coaching 78

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome.

Upselling 83

Upselling Contact Center Analytics Surveys 83

JustCall

MARCH 9, 2023

Cons: All the feature load in this contact center software tends to make it glitchy sometimes, as users have reported. CloudTalk CloudTalk If you are planning to expand your business beyond your physical location, CloudTalk is the right cloud-based contact center solution you can try.

Contact center software 52

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

NobelBiz

MARCH 23, 2022

But how much does your technology add to your company’s revenue? 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?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NICE inContact

DECEMBER 4, 2018

You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. What about new unified communications (UC), PBX and other contact center. How do I evaluate cloud vs. premises solutions? Even overwhelming.

Contact Center 49

Contact Center APIs contact center solutions CRM 49

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

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. However, simply training your contact center personnel is not enough. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

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. However, simply training your contact center personnel is not enough. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Tethr

NOVEMBER 15, 2021

Their Intelligent Cloud Contact Center offering ships data to both human and digital teams, making it easy to know how to improve your business operations. Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more.

Contact Center 97

Contact Center Analytics Marketing First call resolution 97

Enghouse Interactive

DECEMBER 22, 2021

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contact center solutions 87

contact center solutions Self service Quality management Interactive Voice Response 87

Enghouse Interactive

APRIL 16, 2020

Everyone must know exactly what to do, where to go, and how to communicate across the organization and with your customers, partners, and suppliers, to keep your business running smoothly, even during a disaster. Test Your Plan. One of the keys to successful disaster recovery is testing your business continuity plan regularly.

Healthcare 41

Healthcare Contact Center Sales contact center solutions 41

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Use AI Technologies Many are starting to notice the critical role that artificial intelligence (AI) is beginning to have not only in the contact center industry but in many aspects of life.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

APRIL 4, 2023

A coaching solution that automatically delivers feedback on how to improve can be very effective. This helps your managers make their one-on-ones with agents about connecting and can help them notice signs of burnout and distress sooner.

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. How improving your call center customer experience improves the customer journey. Quality Assurance measures the quality of an agent’s assistance and etiquette during a call.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

Enghouse Interactive

OCTOBER 27, 2021

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contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

Serenova

JUNE 20, 2019

Having grown up with YouTube, which has taught them how to do just about anything, Gen Z believes they can do almost anything themselves. Solution: Gamification, like what is offered as part of Serenova’s CxEngage Scoreboard , can address FOMO through improved agent engagement. Do It Yourself (DIY). Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

NobelBiz

FEBRUARY 14, 2022

A compass that provides your managers and supervisors with direct visibility into your data, and particularly into your team’s performance. In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers. How to evaluate call center agent performance?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

DECEMBER 13, 2022

If an agent is taking unscheduled breaks to avoid interactions, it should show in adherence metrics , depending on how your activities are mapped in your contact center solution. Additional breaks could mean the agent requires a work accommodation, but they’re not aware of how to request one. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Enghouse Interactive

JUNE 24, 2021

Customer Satisfaction Ratings Improve as agents interface with callers on a more direct basis, they can better empathize and show customers how to resolve issues instead of explaining how. ective way to nurture relationships, especially for those requiring more personalized engagement.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Playvox

OCTOBER 12, 2022

But video conferencing is only the start of the technology available to support remote customer service agents and manage remote customer support teams. For optimization, Workforce Management and Quality Management solutions are game changers. Step up to a more advanced contact center solution.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Global Response

MARCH 1, 2022

In this article, we’ll walk you through: the importance of KPIs for call centers 8 critical call center KPIs advanced call center KPIs for organizations who are ready to take things to the next level how to decide which KPIs to track. What makes call center KPIs so important? Not sure where to begin?

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Enghouse Interactive

JANUARY 13, 2021

Trends versus Reality – Successful Companies Show How to Lead the Way. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. of the success group are already delivering results from their CX projects, whereas only 64.9%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Enghouse Interactive

OCTOBER 13, 2020

As a result, humans inherently know how to, directly/indirectly and inferentially assess every situation, either cognitively or sub-consciously.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Talkdesk

NOVEMBER 25, 2020

But how can they do it? Here are three tips on how to scale your contact center for the seasonal rush. Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Enghouse Interactive

FEBRUARY 9, 2021

With objective data analysis, better decisions can be made on how to best allocate resources, optimize services, or improve ineffective support process. By making sure that everyone can easily, and effectively communicate with each other. AI – Finds What’s Been Overlooked.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NobelBiz

APRIL 5, 2022

In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry? Risk and reward are common deciding factors in contact centers.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

MARCH 19, 2024

It is influencing what we see on social media and when researching “how to” at work. 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. 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

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

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? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52