Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. For instance, Lindsey J.,

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

AUGUST 15, 2022

According to the research: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. What Is The Future Of Contact Center Remote Work?

Contact Center 77

Contact Center Gamification Surveys Management 77

DMG Consulting

JANUARY 8, 2018

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Keep an Eye on These Three Emerging Areas.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define video specifications, and setup as needed. Define a business process that mandates a ticket be logged in your system if an issue persists over a specified period of time, and notification to the workforce management team to enable adjustments as appropriate.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. I’ve managed and created large thermometer team games, car races, horse races, etc. all using nothing more than a corkboard and a little creativity.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Expivia

JULY 21, 2021

Workforce Management Software. Advanced workforce management software can analyze the stats of your reps, forecast call trends, handle times , and predict the workforce goal you need to handle requests. Real-time staffing suggestions also help managers assign shifts much faster. Gamification. Video Customer Service.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

JustCall

NOVEMBER 25, 2022

With an emphasis on customer health and happiness, HubSpot has built a name for itself as a frontrunner in social media marketing, marketing automation, and customer relationship management (CRM). HubSpot automatically incorporates all of this information into its customer relationship management system to keep track of it.

Sales 52

Sales voip Real estate CRM 52

JustCall

APRIL 5, 2023

Five9 Overview Five9 is a virtual call center with customer engagement functions like voice calls, email, chat, social, SMS, video, and so on. You can also collaborate with remote team members, owing to its video conferencing capability with additional tools like screen sharing. user/month $30.99/user/month user/month $37.99/user/month

voip 52

voip Interactive Voice Response APIs Contact Center 52

NobelBiz

MARCH 23, 2022

Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. Can you manage your call routing with a single software or with different software solutions?

contact center solutions 52

contact center solutions Contact Center voip call center software 52