SharpenCX
MARCH 4, 2020
To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Make automation a piece of your quality management strategy.
Playvox
DECEMBER 21, 2022
another agent at a pharmaceutical company, says she learns best with simulated, exercise-based training in which she can “play” with new software before using it live. Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.
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NICE inContact
JUNE 5, 2019
However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. For example, samples of peer interactions where good probing questions were used, a link to a YouTube training video, or a role-play exercise.
8x8
NOVEMBER 27, 2017
In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.
8x8
NOVEMBER 27, 2017
In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.
8x8
NOVEMBER 27, 2017
In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.
Monet Software
NOVEMBER 11, 2020
Unusually negative reactions to managers and coworkers. Declining customer satisfaction ratings and other metrics. Help them brainstorm a response, whether that’s making time for healthy meals, meditation, exercise, a long talk with a friend or an afternoon with a good book. Loss of confidence. Give them a break—literally.
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