Myra Golden Media

JULY 16, 2019

We’re just trying to measure the customer experience. Needlessly Long Quality Form. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches.

Calibration 153

Calibration Contact Center Coaching Construction 153

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

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. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Myra Golden Media

JULY 15, 2019

Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring. Develop Standards and Objectives for Customer Experience. Introduce Quality Program to Employees. Develop Standards and Objectives for Customer Experience. Here are the details of this webinar.

Calibration 153

Calibration Coaching Morale Feedback 153

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. They have also made it easier to monitor brand consistency and the service customers receive.

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. You’ll be better able to achieve similar revenue increases [Metrigy study: 52.8%] and improve overall Customer Experience (CX) ratings [20%], while also improving agent efficiency [31.3%]. Single-Sourced. Here’s Why.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). 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

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

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer. Quality Management. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

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

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

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

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 29, 2020

Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? The reality is that “customer experience” is more than a single engagement or interaction with your organization. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. Help make sure your organization delivers the customer experience that exceeds their expectations. AI Makes It Possible (Blog Series). Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

teleopti

JANUARY 9, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

Playvox

JUNE 10, 2022

Agent coaching has long been a method for improving contact center performance and the customer experience. When performed effectively, agent coaching can improve conversion rates, average handle times, first contact resolution, customer satisfaction, customer experience consistency, and other KPIs.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

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

COPC

JULY 8, 2021

continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our customers actionable training, resulting in higher CSAT scores and reduced costs within their operations. “It has been an excellent training experience. The EMEA region of COPC Inc.,

Best practices 52

Best practices Contact Center outsourcing Quality management 52

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

Monet Software

MARCH 10, 2021

Workforce, management and customer experience challenges remain. Training must be adapted to avoid declines in quality management and customer experience. The ultimate determinant for work-from-home will be customer experience. Check out this webinar !

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Enghouse Interactive

SEPTEMBER 3, 2021

of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent 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.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. In particular, making sure that customer context and intent follow wherever the conversation goes.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Verint

MARCH 6, 2018

Using Automated Quality to Make Every Agent Your Best Agent Webinar. Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m. March 8; Online Webcast.

Quality management 35

Quality management Coaching Self service Enterprise 35

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , 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.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Playvox

SEPTEMBER 30, 2021

Related: Confluence of Agent and Customer Experience. Contact center management is one of the most challenging and people-intensive jobs out there — it’s why we created Playvox. Customer-centric organizations know that engaged and well-trained front-line employees contribute in terms of more revenue and happier customers.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. As we know, Teams does not offer a customer experience/engagement solution per se. Transform the Contact Center with Microsoft Teams (blog series). Efficiently. Effectively.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Find out more by registering for our upcoming webinar: . Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. If you consistently deliver superior customer experiences, we encourage you to submit your application today. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Monet Software

SEPTEMBER 10, 2020

This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Perhaps the topic didn’t register with a new recruitment class or a particular manager isn’t modeling good skills. . Need more information about how workforce engagement transforms customer experience?

Call Center 71

Call Center Personalization Scripts Morale 71

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. The Amazon Flywheel (1) illustrates this process flow, where the customer experience (CX) is the starting point, and the beneficiary of all the other actions or outcomes. How did it do so?

Contact Center 91

Contact Center Morale Technology Self service 91

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

Enghouse Interactive

JULY 7, 2021

Gain actionable insights from across the Customer Journey. Increases revenues by improving the customer experience and driving better results. Register for our upcoming SmartQuality Launch webinar to learn how. Continuous improvement by better coaching agents.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. Assets you can download: webinar recording and presentation.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40