Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. If agents do become disengaged, it can damage the customer experience you’ve worked hard to build.

Quality management 69

Quality management Coaching Contact Center Metrics 69

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NICE inContact

SEPTEMBER 5, 2018

It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits. Delivering Great Customer Experiences (CX).

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Monet Software

MARCH 10, 2021

Numerous contact centers report increased productivity and morale after sending agents home, which helps reduce churn and the associated recruitment, training and service level costs. Workforce, management and customer experience challenges remain. Check out this webinar ! Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52