Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. It is important to regularly assess the effectiveness of training programs and make necessary adjustments to ensure that they are meeting the needs of both the agents and the customers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. Related Article: 7 Ways to Drive Cultural Change that Boosts Agent Morale Training Managers To Support Agents Without well-trained, empathetic managers in place, your agent experience is bound to suffer, eventually leading to costly turnover.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA delivers clear, quantitative feedback agents can build on.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 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. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. Elements of a WFO Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. 5 Steps to Monitor Call Quality Like a Pro.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Serenova

NOVEMBER 19, 2019

Delivering on Our Promise to Continually Innovate and Rise to Meet Market Needs. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Playvox

OCTOBER 18, 2022

a customer service center manager at a fitness company, shared, “We pay well, and we schedule two stand-up meetings daily to maintain face-to-face contact. We also manage the team with the utmost respect.”. We schedule virtual happy hours and one-on-one meetings with supervisors.”. Leanne Y., Philip A.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. 5 Steps to Monitor Call Quality Like a Pro.

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management. Get the complete picture.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management. Get the complete picture.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Meeting Performance Standards. However you schedule, strive to optimize staffing, keep customers satisfied and track adherence.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Playvox

FEBRUARY 2, 2022

According to HBR researcher Keith Ferazzi, the total organizational costs of employee turnover range from 100 and 300 percent of the employee’s salary , when recruiting and onboarding are factored in. In short, you need a solid employee engagement program. Implement A Full Quality Monitoring Program.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Playvox

SEPTEMBER 7, 2021

From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Best Meets Requirements. Support Operations Manager. At Playvox, we prioritize what matters most to our customers — just like you do in your contact center!

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Customer Guru

MARCH 7, 2018

Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. Employee engagement, customer journey mapping, omnichannel customer experience, win/loss analysis, and customer success are a few of her many areas of expertise. What is your vision around CX at your company?

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

Monet Software

APRIL 24, 2020

Others will find remote agents better able to meet increasing customer demand for off-hours service. Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. Feedback mechanisms to ensure communication is a two-way street. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

SharpenCX

JUNE 9, 2021

Practical Strategies for Managing Remote Customer Service Teams. It’s hard to meet around the water cooler to gossip and share ideas when, well, there’s no shared water cooler. And all of these qualities are directly connected to employee engagement. . It’s easy as the manager to get stuck on the details.

Management 67

Management Contact Center Employee engagement Engineering 67

Playvox

AUGUST 15, 2022

The research also indicates 90% of organizations want to drive high employee engagement to help their employees stay motivated and increase retention. That’s because 45% of employees are likely to stay longer at a workplace where they feel engaged and appreciated. This was clear feedback in the research.

Contact Center 77

Contact Center Gamification Surveys Management 77

JustCall

APRIL 5, 2023

Call recording – Calls are recorded for quality and training. Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Feedback on 8×8 from Real-World Users 8×8 Pros 8×8 Cons The quality of phone calls/service is outstanding.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Talkdesk

JULY 16, 2019

That’s where leveraging contact center performance management software can help. Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Hodusoft

NOVEMBER 29, 2022

But if you’re looking for a solution provider that provides the top-notch quality of contact center software at competitive prices, then consider Hodusoft’s HoduCC. Moreover, it can be customized to meet the needs of different businesses. It provides simple interfaces for non-technical users. Let's help you grow your Business.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Netomi

JANUARY 5, 2022

They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market. The Financial Times selected his company, Beyond Philosophy LLC, as one of the best management consultancies. Follow Puneet on Social Media: Twitter: Puneet Mehta (@puneetmehtanyc).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98