article thumbnail

Evolution of Quality Management: From Compliance to Customer-Centric

Playvox

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. Edwards Deming and Walter A.

article thumbnail

Gamification in the Workplace: More Than Just a Contest

Playvox

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Improve quality – Gamification should be tied to positive feedback and teaching moments as opposed to adding a “hunger games” mentality.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

article thumbnail

Workforce Optimization: What It is and Why You Need It

Playvox

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

article thumbnail

Make Every Agent Your Best Agent With WFM — Even Remotely

Playvox

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. 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. But does it have to?

article thumbnail

How to Manage Remote Agents

UJET

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. WFM and QM solutions can help optimize the support organization.

article thumbnail

How to Manage Remote Agents

UJET

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. WFM and QM solutions can help optimize the support organization.