NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

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

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

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. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Playvox

JUNE 10, 2022

CTA: Check out the on-demand webinar full of tips and tricks to make coaching contact center agents more effective. Now that you have your agents’ trust, you can use these contact center coaching tips to effectively develop your team and improve the customer experience. Coaching Tips for Contact Center Agents.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

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. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

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). Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Verint

AUGUST 31, 2017

CRMXchange Webinar: What Is the Future of Customer Service? September 14; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “What Is the Future of Customer Service?” Attendees will learn about new trends that will guide customer service advances.

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

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. Use your technology to ensure the service delivered is consistent and follows your brand ethnics or F.R.K.E

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support.

Call Center 71

Call Center Personalization Scripts Morale 71

Enghouse Interactive

APRIL 30, 2021

The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff?

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. Register Now Learn more from Robin Gareiss, President and Founder of Nemertes Research about how Microsoft Teams and the Contact Center can benefit your organization in our upcoming webinar:

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 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

NobelBiz

SEPTEMBER 12, 2023

A lower ATT typically indicates quicker issue resolution and streamlined customer service. However, excessively low ATTs can be problematic, potentially suggesting agents are rushing through calls, sacrificing quality for speed. In essence, it reflects operational efficiency and agent performance. Well, they’re not!

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Related Article : 7 Customer Service Channels We Will Use in the Future. In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Verint

DECEMBER 12, 2017

Automated quality management provides the ability to automatically score some or all of the questions—in some or all of your evaluation forms. Increasing both customer and employee satisfaction are at stake. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

Verint

NOVEMBER 1, 2017

On November 15 guest speaker Ian Jacobs, Principal Analyst of Forrester Research and Kristyn Emenecker, Global Vice President, Product Strategy Group, of Verint, will present on a live webinar, “Empower Your Employees with More Data, More Automation” at 2 p.m. How can autoscoring evaluations help each agent perform even better?

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. The result is an inadequate toolset for customer service agents and poor training. Read more about this concept here.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Enghouse Interactive

JULY 7, 2021

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

FEBRUARY 5, 2021

It has fundamentally changed how we work, especially in the customer service industry. Customer service is now everyone’s job, meaning that front office agents need to be able to work together with their colleagues and subject experts in the middle and back office. Quality management systems.

Self service 40

Self service Coaching Chatbots Quality management 40

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

CSM Magazine

OCTOBER 28, 2020

They used Calabrio Quality Management to train new agents virtually using the shadowing options within the tool. As a result, they had re-engaged employees who then delivered fantastic customer service and the overall Net Performer Score improved by 6% year-over-year. The ONE Awards Winners. The Optimizer – CentraCare.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

NobelBiz

FEBRUARY 14, 2022

FCR – First Contact Resolution for inbound contact centers First Contact Resolution (FCR) is an important metric for support or customer service centers. In the contact center industry, the FCR shows how well your team does at responding to and solving customer service issues on the first interaction.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Talkdesk

JULY 16, 2019

What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Enghouse Interactive

MAY 25, 2020

To learn more about video security, attend our webinar Video on the Down Low: Keeping your online Chats Private & Secure on Wednesday, May 27 at 1:00 pm EDT. Video Conferencing and Collaboration is transforming the way the world works. Using it the right way, makes all the difference. Or you can view it on-demand afterward.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. 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.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JANUARY 13, 2021

Customer First” drives success. Customer service has become the top business priority. Anything that dramatically or fundamentally changes how agents and staff do things, has been proven to lead to failure, more often than not *. Everything else will fall into place thereafter. The proof is in the numbers.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. As identified throughout the webinar and this blog series, we’ve identified the areas where organizations achieving success are focusing their efforts. Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

8x8

DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Playvox

SEPTEMBER 20, 2023

Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience.

Quality management 52

Quality management Coaching Contact Center Calibration 52

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. Workforce Management. Voice of The Customer. Quality Management. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Designed and built with its’ actual customers, this is the first analytics product available to the Contact Centre market that has real user cases at the heart of its functionality.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52