Events Gamification Quality management Technology 
Playvox
MAY 2, 2023
Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.
Serenova
JUNE 6, 2019
Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?
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Playvox
DECEMBER 21, 2022
Agents who thought their contact centers had some improvements to make with regard to remote work say they wish they had: Frequent check-ins and more availability from managers. Regular inclusion in company events. Performance And Quality Management. Turn To Technology To Support Remote Work.
Serenova
JUNE 5, 2020
Single-day reoptimization makes it easier to handle unexpected events, such as absences or changes in call volume. You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks.
Monet Software
APRIL 24, 2020
High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. Feedback mechanisms to ensure communication is a two-way street.
DMG Consulting
APRIL 16, 2019
It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.
Callminer
NOVEMBER 18, 2020
Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.
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