Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. QA managers can help agents build resilience by focusing on behaviors in addition to outcomes.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. AUTOMATION TAKES CENTER STAGE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more!

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

NICE inContact

JULY 12, 2016

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. It will be flexible, adaptable, scalable and efficient.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Analytics 36

Analytics Quality management Contact Center Management 36

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday Management Must Improve. Intraday management is an area of weakness in most contact center WFM solutions.

Contact Center 48

Contact Center Service level Consulting Consulting 48

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

Verint

NOVEMBER 16, 2017

Customer-centricity, leveraging the power of knowledge management and increasing the speed and accuracy of work output are not new concepts in the customer engagement industry. Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

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

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

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)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? Let’s take a look.

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

Zoom International

NOVEMBER 20, 2018

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contact center workforce 96

contact center workforce Quality management Engineering Contact Center 96

Zoom International

NOVEMBER 7, 2018

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Enable your Contact Center into improve loyalty. Your contact center is pivotal to loyalty and retention efforts.

Contact Center 40

Contact Center Banking Surveys Metrics 40

Verint

SEPTEMBER 8, 2017

was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform. One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co.

industry solution 27

industry solution Personalization Customer Experience Customer Service 27