Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. With digital workforce management , workforce managers can get out of spreadsheets and into higher-value work.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. Motivation. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. “I Related eBook: 21 Interview Questions to Help You Hire the Perfect CX Candidate.

Contact Center 84

Contact Center Transportation Management Feedback 84

SharpenCX

MARCH 25, 2021

Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. The average manager spends 35% of their time looking for coaching opportunities and only 7% of their time actually coaching.

Coaching 67

Coaching Analytics Call Center Quality management 67

Playvox

AUGUST 15, 2022

According to the research: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. What Is The Future Of Contact Center Remote Work?

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

NOVEMBER 18, 2021

SaaS providers are responsible for keeping software current, maintaining hardware, managing databases, and ensuring proper security measures are in place. For example, if you already use Playvox workforce management software , adding our quality management module is straightforward and quick. Improved Security.

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

Peter Lavers

JULY 6, 2016

I would agree and assert that taking a systemic approach to Customer Management is the fundamental solution to the ‘silo’ problem. I said to them “if you engineered your customer experience with the same quality approach as your cars, you would have much happier customers”. It is not Marketing “fluff” and definitely not the IT system!

Customer centricity 100

Customer centricity B2C B2B Engineering 100

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. Act to improve the change further. Identifying Goals.

Customer Experience 92

Customer Experience Metrics Morale Feedback 92

Enghouse Interactive

OCTOBER 27, 2021

Download our Artificial Intelligence eBook Listen. Once that insight has been extracted, validated, and refined (remember, speed is important here as customer expectations change quickly) it must be acted on when it matters most… when the customer expects it to be. Therefore, organizations must act with clear objectives and commitment.

Upselling 83

Upselling Contact Center Analytics Surveys 83

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.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Related Article: What is Workforce Engagement Management? Why an Agent Might Be Avoiding Interactions. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Make automation a piece of your quality management strategy. Get the ebook. .

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management. Ready to get started?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Cisco - Contact Center

AUGUST 18, 2020

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. Simplified Deployment and Management with Webex Control Hub. What’s Next?

Contact Center 122

Contact Center contact center solutions Analytics Entertainment 122

Playvox

SEPTEMBER 6, 2022

Here’s the breakdown: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. Communicate. Kimberly C., What Is A Multigenerational Workforce?

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Comm100

DECEMBER 12, 2017

But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Quality Management Framework. Download Now. Outside-In Thinking.

Customer Experience 42

Customer Experience Quality management Morale Customer centricity 42

Playvox

FEBRUARY 1, 2024

Read our ebook, Celebrating Success In The Contact Center: Top Tips For Engaging And Motivating Agents to learn more. McKinsey found that happy, engaged agents are three times more likely to feel capable of delivering exceptional service. You’ll probably find that’s the case in your contact center.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Financial management habits. Quality Management . Common customer pain points. Responses to marketing campaigns.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

Noble Systems

MAY 20, 2021

Instead of needing a live QA agent to listen to and score a call recording, you can use speech analytics to score 100% of your calls, and at a much lower cost, to really impact your quality. Ebook: Learn From Every Customer Conversation.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98