SharpenCX

AUGUST 31, 2021

A lot of data is coming in and out of your contact center platform throughout the busy day. This is where a call center dashboard comes in. Listen Now]: An Interview with Ric Kosiba: Using your Contact Center Data to Make Better Business Decisions. That’s a lot, but a clear call center dashboard can help.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. 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.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center.

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Contact Center Coaching Metrics Average Handle Time 77

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations.

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Contact center software Contact Center Coaching Quality management 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late.

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Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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Contact Center Agent burnout Morale Coaching 78

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

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

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These are interesting times for SMB call centers and help desks. Small-scale, in-house and boutique customer contact facilities enjoy unique opportunities in today’s CX-focused market. or a full quality assurance (QA) department ?

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Contact Center Calibration Quality management Call Center 71

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? It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. But that’s not all.

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Metrics Call Center Outbound sales Contact Center 52

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

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Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

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Best practices Contact Center Interactive Voice Response Average Handle Time 83

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization.

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Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

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Contact Center Gamification Surveys Management 77

Playvox

JANUARY 30, 2024

In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

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Gamification Contact Center Coaching Quality management 79

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. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

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Contact Center Analytics Marketing First call resolution 99

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice.

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Contact Center Coaching Real estate Employee engagement 73

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

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contact center workforce Contact Center Real estate Average Handle Time 118

Monet Software

AUGUST 29, 2018

Do you have a quality management program? You’d be surprised how many contact centers implement such a program and then check the “mission accomplished” box before moving on to something else. If you’re not sure where you stand on quality management, here are five signs that a fresh start might be recommended.

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Quality management Management Average Handle Time Contact Center 48

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. The State of Remote Work in Contact Centers.

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Contact Center Management Coaching contact center workforce 69

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.

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Call Center Metrics Average Handle Time Abandon rate 62

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

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Quality management Coaching Contact Center Metrics 69

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

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Contact Center CRM Entertainment Virtual Agent 79

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

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. Some contact centers experience almost no turnover at all. Consider this.

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Agent burnout Contact Center Gamification Agent Empowerment 68

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. The post Call Center Monitoring…Should you use Live Calls or Recorded Calls for Quality Management?

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Quality management Call Center Management Coaching 52

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

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Customer Experience Contact Center Self service Multichannel 95

DMG Consulting

OCTOBER 25, 2017

Contact Center KPIs: Less is More. Contact centers are typically complex operating environments that require many systems and applications to deliver an outstanding customer experience, cost effectively. It is better to give managers a limited number of actionable KPIs and metrics than to deliver dozens of reports.

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Contact Center Metrics Enterprise Sales 48

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

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Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

DECEMBER 14, 2021

At Playvox, customers are at the center of all we do. We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market.

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Contact Center Enterprise Employee engagement Quality management 52

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

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Contact Center Management call center workforce Average Handle Time 62