Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA delivers clear, quantitative feedback agents can build on. Yep, it’s the linchpin of employee engagement, too!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

APRIL 16, 2019

However, AI-enabled contact centers are the next phase for service organizations. AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management.

Management 86

Management Gamification Quality management Schedule adherence 86

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Hodusoft

NOVEMBER 29, 2022

The Five9 Intelligent Cloud Contact Center is a subscription model contact center software that’s loaded with a wide range of features, making it one of the best customer experience management platforms. It can also integrate with several third-party applications including SugarCRM and Salesforce.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Zoom International

NOVEMBER 7, 2018

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. As experienced champions of the Net Promoter® methodology, we’ve developed a set of tools and analytics to speed up your Net Promoter® program implementation: Contact us to learn more.

Contact Center 40

Contact Center Banking Surveys Metrics 40