Playvox

JANUARY 12, 2023

Gallup found that employees who want to work remotely but aren’t allowed to show higher rates of burnout and — echoing the results of our study — a greater desire to quit. By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Monet Software

MARCH 4, 2021

And for employees, to have their opinions and firsthand experience valued in this manner was extremely motivating—and that helped enhance contact center employee engagement. #2 2 Employee engagement improved. Speaking of employee engagement, it recently got a big boost in many SMB contact centers.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

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

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. 2022 Top Contact Center Technology Investments. of survey participants.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

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

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. New technologies will help contact centers be more agile in the new year. When is the right time to assess the quality of an interaction?

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. 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. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 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 87

Call Center Contact Center Average Handle Time First call resolution 87

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. AI technologies can help your team work smarter, not harder, by automating repetitive tasks and providing valuable insights into customer inquiries.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

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

Playvox

FEBRUARY 2, 2022

Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

DECEMBER 15, 2022

Among the bright spots of 2022, we saw organizations and their support centers continue to prioritize the customer experience by implementing new technologies and support channels and navigating challenges, including excelling in the new hybrid work. We recommend companies implement technology and automation in their support centers.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

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

Playvox

SEPTEMBER 30, 2021

Employee Engagement. According to a McKinsey study , engaged contact center employees are 8.5 Driving sales and providing great customer experiences requires an employee engagement strategy for your agents and supervisors to retain them and keep performance high. Quality Management. bad link]].

Gamification 52

Gamification Call Center Contact Center Coaching 52

Talkdesk

MAY 19, 2020

. #3 Stress-test your infrastructure A big part of remote work is about relying on the appropriate tools and platforms to enhance employee engagement and performance. Your infrastructure must encompass every task and interaction of a person’s role, including training, collaboration and quality management, among others.

Employee engagement 100

Employee engagement Quality management Accountability Management 100

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Finding the Right Technology to Support Remote Work in a Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Playvox

APRIL 4, 2023

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. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

CSM Magazine

NOVEMBER 4, 2020

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives.

Self service 52

Self service Analytics Employee engagement Surveys 52

teleopti

OCTOBER 18, 2019

This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Verint

NOVEMBER 1, 2017

The recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. These capabilities can actually empower employees and make their lives—and those of your customers—even better. What are some of the ways that automating quality can improve employee engagement?

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

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

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. Modern technology allows for an Automated Quality Management (AQM) process that provides more fairness for agents and is more useful to supervisors.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

Customer Guru

MARCH 7, 2018

On one hand, she leverages her two biggest passions – technology and customer experience – to aid tech startups to grow and differentiate through customer experience excellence. Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. Palo Alto, CA.

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. For more information about these elements, download our whitepaper on employee engagement here.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Talkdesk

JULY 16, 2019

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

CSM Magazine

OCTOBER 30, 2019

This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Enghouse Interactive

APRIL 30, 2021

The positive impact of technology. Provided the right culture is in place technology can help support EI – for example by using the same tools for measuring customer satisfaction and pointing them inwards at agents within the contact centre.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Verint

DECEMBER 12, 2017

In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact center teams have been evaluating call recordings for quality for years now.

Quality management 30

Quality management Coaching Contact Center Technology 30

Verint

AUGUST 31, 2017

Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. CRMXchange Webinar: What Is the Future of Customer Service?

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84