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

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

CX Global Media

FEBRUARY 28, 2019

How do we surface what they need to be focusing on to help coach their team, to help quality manage their team? The supervisor to be able to give the feedback they need. And so, we think of Twilio Flex’s flexibility because it’s flexibility for every single person. And the same thing for supervisors.

Contact Center 250

Contact Center Coaching Call Center Technology 250

Monet Software

MARCH 4, 2021

#1 Efforts to garner employee input increased. No one had all the answers in 2020—not call center executives, workforce managers or agents themselves. Although this was often frustrating, many leaders solicited more feedback and ideas from all corners, including from frontline employees. 2 Employee engagement improved.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

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

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

NOVEMBER 19, 2019

I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

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. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

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

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Monet Software

APRIL 24, 2020

QM systems in particular empower supervisors to review all forms of customer contacts—calls, emails, texts and DMs—to steer daily performance, identify opportunities for improvement and feed a continual, personalized skills development cycle for each agent. 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

Talkdesk

JULY 16, 2019

Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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. This ensures that the inbound calls always reach the correct person/department.

voip 52

voip Interactive Voice Response APIs Contact Center 52

SharpenCX

JUNE 9, 2021

How your employees feel about your company’s core qualities — like collaboration, work environment, mission and value alignment — are 20% higher at companies with strong cultures. 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

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Let’s take a deeper look at the factors that influence employee engagement and morale. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

MARCH 19, 2024

Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways. AI-infused quality management is enabling leaders to stop problems before they start. Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Netomi

JANUARY 5, 2022

Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Through her expertise and personal approach, Denise has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Verint

APRIL 12, 2016

As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.

Quality management 30

Quality management Employee engagement Personalization Feedback 30

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments. It provides simple interfaces for non-technical users.

Contact center software 40

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