Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. The challenge of hiring and training more than 100 remote employees, as well as the operational considerations stemming from increased product demand, meant it wasn’t feasible for contact center leaders to spend hours conducting manual agent quality assessments.

Quality management 78

Quality management Management Coaching Contact Center 78

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

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Serenova

JUNE 20, 2019

In her recent webinar with Serenova, leading contact center industry analyst Sheila McGee-Smith shared this particularly revealing statistic: Gen Z is set to outnumber even Millennials this year to make up 32% of the global population (a staggering 7.7 These two groups now make up the fastest-growing proportion of contact center employees.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. And the list goes on. Powerful, right?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

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Quality management Management Average Handle Time Chatbots 18

NobelBiz

MARCH 23, 2022

Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. From speech analytics to quality assurance and quality management (QA/QM) and gamification, it all comes down to compatibility and the correct fit for the firm.

contact center solutions 52

contact center solutions Contact Center voip call center software 52