Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

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

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Playvox

SEPTEMBER 30, 2021

The system tracks your movements and provides feedback and points based on how well you’re keeping up. You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. In a contact center environment, feedback to agents should be hourly or at least daily.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. The goal is to stay relevant to evolving customer needs and deliver quality outcomes on time.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

NobelBiz

SEPTEMBER 12, 2023

Beyond ATT, OMNI+ offers comprehensive tools for resource allocation, predictive analysis, and quality management, making it the go-to solution for enhancing contact center efficiency and customer experiences. Feedback Loop Creating a feedback loop is integral to agent improvement.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Playvox

OCTOBER 18, 2022

For example, consider adding a section on the expected communication frequency and method so they know they’re certain to get one-on-one time with their manager. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. Finding the Right Technology to Support Remote Work in a Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. but do greatly simplify systems management.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Enghouse Interactive

JULY 7, 2021

To ensure this doesn’t happen, it all comes down to training, oversight, assessment, and feedback. Register for our upcoming SmartQuality Launch webinar to learn how. Today’s reality is that a bad agent experience can have a lasting negative impact on a customer’s perception of your organization in ways that may not be recoverable.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Monet Software

OCTOBER 22, 2018

Our enhanced UI is the end result of months of hard work, and complements our Next Generation Workforce Optimization Suite that has been enriched with new functionality such as Call Recording and Quality Management with Screen Capture, Long-Term Forecasting, and new integrations such as Salesforce and Amazon Connect.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Talkdesk

JULY 16, 2019

What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. Here are some tips for monitoring your call center quality: Call recording Call recording software is quite handy for monitoring contact center agent performance.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. Let’s explore the opportunities for AI in quality management a bit deeper.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Quality management 55

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 76

Analytics Quality management Contact Center Customer Experience 76

teleopti

JANUARY 9, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

NICE inContact

NOVEMBER 8, 2019

link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”]. Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

SEPTEMBER 29, 2020

While many organizations have adopted the use of customer feedback to help better understand customer expectations, but this has not typically resulted in customer experience improvements. AI Makes It Possible (Blog Series). Because that approach is not reflective of the customer’s overall experience.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80