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

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. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. Celebrate agent success.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. Research supports this statement.

Morale 90

Morale Contact Center Quality management Coaching 90

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

Playvox

JANUARY 12, 2023

Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. And they can help managers “walk the floor” remotely to stay engaged with their teams.

Quality management 69

Quality management Coaching Contact Center Metrics 69

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. of survey participants. Where Will Contact Center Employees Work in 2022.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

SharpenCX

JUNE 9, 2021

But many will continue to offer a hybrid model to employees, with flexibility to allow remote work as desired. The expansion of remote work has altered how companies manage employees. Remote work can be great, but as a manager, managing remote teams is also a new stressor for many. Create a culture of connection.

Management 67

Management Contact Center Employee engagement Engineering 67

DMG Consulting

APRIL 14, 2023

They generally come with an analytics-enabled quality management (AQM) application to automate the quality management process, and real-time guidance (RTG) to provide agents with alerts, best practices, and knowledge articles to handle customer interactions correctly.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

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. What is Call Center Quality Monitoring?

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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

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. What is Call Center Quality Monitoring?

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67

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 ’. Smarter approach to Workforce Engagement Management (WEM) leads the way.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Enghouse Interactive

OCTOBER 12, 2021

Implement regular internal surveys to hear what employees know to be the issues when trying to deliver the best customer experience possible. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. – DON’T LET UP! .

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

CSM Magazine

NOVEMBER 4, 2020

Looking closer at the survey results, 57% of contact centre leaders in the UK predict that ‘increased empathy’ will be a part of customer expectations of the future. In the US changes in customer expectations was even higher, with 69% citing emotional empathy and 68% a need to be heard. 4 ways to maximise and future-proof your contact centre.

Self service 52

Self service Analytics Employee engagement Surveys 52

JustCall

JANUARY 19, 2023

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction. This is where call center quality management can help.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Call Design

OCTOBER 20, 2020

Your agents will need a clear idea of exactly when they are expected to be on the clock, and your management team needs to provide the schedules to their teams promptly. An automated scheduling tool not only simplifies this process for your management teams, but it also gives your agents access to their schedules at any point.

Surveys 78

Surveys Consulting Consulting Feedback 78

Hodusoft

NOVEMBER 29, 2022

Well, HoduSoft conducted a survey in which respondents were asked to choose from the list of top 10 to 100 to help them decide the best software products or service providers. This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond.

Contact center software 40

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

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

APRIL 5, 2023

Five9 Best-suited for you if you want: Flexible contact center software To prioritize functionalities over price, (as this tool offers a wide range of advanced technologies, such as AI) Its biggest USPs is the blended contact center (for both inbound and outbound call management), customized pricing, and extensive integrations.

voip 52

voip Interactive Voice Response APIs Contact Center 52

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