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

COPC

MARCH 11, 2024

Overall Employee Engagement Are we creating a welcoming environment for new hires? Do employees feel that leaders’ communication about the ongoing business needs and strategies for success is effective and transparent? Are we reinforcing new hire training on the floor and identifying gaps in training design?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

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. But QA can be so much more! Here’s how. #1 1 By the Numbers. Conclusion.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

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

Playvox

MARCH 12, 2023

Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5. Contact centers have a turnover rate of 22 to 30 percent , making it difficult to ensure quality customer service.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

NICE inContact

JUNE 10, 2019

His service delivery is great because the restaurant has a very strong quality management and training team. So often I hear contact centers say: “We are looking for quality management and performance management, but we don’t really need workforce management.” Now, Pierre is an incredible server.

Contact Center 54

Contact Center Quality management Coaching Employee engagement 54

Monet Software

APRIL 24, 2020

For more information about these elements, download our whitepaper on employee engagement here. You might begin with our whitepaper “ The Complete Contact Center Guide to Employee Engagement for SMBs.” The post Remote Control: Managing Work at Home Contact Center Agents appeared first on Monet Software.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Enghouse Interactive

APRIL 30, 2021

At a corporate level, attendees shared their own tips, based around creating the right culture where people felt they had the psychological safety to talk about their emotions. Attendees agreed, with 58% seeing such solutions as having the biggest impact on employee engagement, way ahead of omnichannel (12%) and video (10%).

Analytics 75

Analytics Customer emotions Employee engagement Chatbots 75

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. CT, where attendees can capture training program tips.

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Playvox

MARCH 27, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. By analyzing metrics such as interaction volume, hold times, and First Contact Resolution rates, contact center managers can identify patterns and address underlying issues. Related Article: Best Ideas To Increase Productivity In Your Call Center 8.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). Today’s WEM solutions are optimised for effective employee engagement and staff planning.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Netomi

JANUARY 5, 2022

Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. LinkedIn: Colin Shaw – Founder & CEO – Beyond Philosophy LLC. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98