eBook Feedback Management Quality management 
Playvox
FEBRUARY 13, 2023
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?
Playvox
JANUARY 30, 2024
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.
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Playvox
OCTOBER 12, 2022
Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success.
Playvox
JANUARY 25, 2024
Are you taking the right steps to evolve toward workforce engagement management? Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.
SharpenCX
MARCH 4, 2020
And, they cram months (and months) of feedback into a single coaching session. But given how our memories work, coaching in spurts and keeping feedback in your back pocket won’t lead to better performance. To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine.
Playvox
JANUARY 12, 2023
Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. 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. Giving Feedback and Recognizing Agent Successes.
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. We also manage the team with the utmost respect.”. Leanne Y.,
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