article thumbnail

6 Ways to Uplevel Your Contact Center in 2023

CSM Magazine

Fostering a positive and empowered work culture can help improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and your customers’ experience. This use of AI dramatically improves the efficiency and effectiveness of quality assurance.

article thumbnail

The importance of emotional intelligence in the contact centre

Enghouse Interactive

EI is not something that you just learn once – it needs to be constantly worked at and has to be supported by the culture of your contact centre if you are to gain consistent benefits, both internally and with customers.

article thumbnail

Three Ways to Get More Value from Your Workforce Optimization Platform

Avaya

Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance. A quality management program must have a consistent process of evaluating agent interactions with customers to help ensure a high-quality customer experience.