Playvox
FEBRUARY 6, 2024
They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. Edwards Deming and Walter A.
Balto
MAY 9, 2023
As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough.
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MiaRec
JULY 31, 2023
When deciding on a quality management solution for your contact center, you wonder how you can use MiaRec’s Automated Quality Management (AQM) solutions to get the best ROI. We believe in catering our AQM solutions to your contact center’s specific quality assurance needs.
Playvox
SEPTEMBER 19, 2022
Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. 84% of companies that work to improve their customer experience report an increase in their revenue.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.
NICE inContact
FEBRUARY 26, 2020
Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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