CSM Magazine

DECEMBER 15, 2022

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. Understand customers’ emotional loyalty.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Enghouse Interactive

APRIL 30, 2021

Builds stronger relationships with customers, thus increasing sales and retention. 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.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

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.

Quality management 52

Quality management Call Center Management Contact Center 52