UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. Use the Right Technology.

Management 82

Management call center professionals Quality management Feedback 82

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. Use the Right Technology.

Management 72

Management call center professionals Quality management Feedback 72

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Beyond Philosophy

JANUARY 12, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Just like CRM (customer relationship management) systems became part of business management, customer experience will become part of Customer Science. Pine agrees that the CEO should be the chief experience officer.

Engineering 195

Engineering Quality management CRM Customer Experience 195

Certified Languages International

NOVEMBER 10, 2020

language services industry (hi, Lionbridge and TransPerfect), we’ll be focusing on the top companies that primarily provide remote interpreting services, like video and telephone interpretation. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Stratus Video. Let’s take a closer look. LanguageLine Solutions.

Healthcare 52

Healthcare Government Enterprise Banking 52

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Performance Management Activity trackers are popular with consumers of all ages. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

MiaRec

NOVEMBER 26, 2023

To view the the full interview, please watch the video below: This conversation underscores the immense power of leveraging data-driven insights to optimize contact center operations and drive overall success.

Contact Center 61

Contact Center Quality management Customer Experience Management 61

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. Video helps maintain relationships in ways that no other type of communication can. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Resource: Video Conference Security – Basic Checklist. Recommended Best Practices.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

MiaRec

AUGUST 6, 2023

Transforming quality management in the contact center ? To view the the full interview, please watch the video below:

Analytics 52

Analytics Call Center Quality management Contact Center 52

MiaRec

APRIL 12, 2023

If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center. Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck?

Analytics 80

Analytics Contact Center Quality management Management 80

Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback.

Feedback 29

Feedback Management Quality management Surveys 29

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Spearline

FEBRUARY 17, 2022

High latency is a cause of poor quality voice or video interaction across a network. Echo, overlapping noises i.e. talking over one another, ‘slow calls’, interrupted calls, and disturbed synchronization between voice and video during conferencing are all common effects of poor latency. What are the effects of latency?

Telecommunications 96

Telecommunications Call flow voip Surveys 96

Certified Languages International

DECEMBER 22, 2023

From remote video options to on-demand phone interpretation, there are many ways for providers to better serve limited English proficiency (LEP) patients. Addressing Communication Gaps in Healthcare Language barriers can obstruct effective patient-provider communication and quality of care. This prevents delays in care.

Healthcare 52

Healthcare Quality management Personalization Management 52

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. This video explores what it takes to respond … Continue reading → The post Managing customer feedback in real time appeared first on Brad Cleveland.

Feedback 26

Feedback Management Quality management Surveys 26

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

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

AWS Machine Learning

JUNE 27, 2022

Launched at AWS re:Invent 2021, Amazon SageMaker Ground Truth Plus helps you create high-quality training datasets by removing the undifferentiated heavy lifting associated with building data labeling applications and managing the labeling workforce. Inspect labeled dataset quality. Select the batch and choose Review batch.

Feedback 69

Feedback Engineering Quality management Management 69

Certified Languages International

DECEMBER 22, 2023

From remote video options to on-demand phone interpretation, there are many ways for providers to better serve limited English proficiency (LEP) patients. CLI offers it via phone and video: Video Remote Interpretation (VRI) Video remote interpretation services allow interpreters, providers, and patients to connect in real-time remotely.

Healthcare 40

Healthcare Quality management Personalization Management 40

OctopusTech

JULY 7, 2022

The primary objective of a content moderator is to maintain credibility and brand reputation by monitoring content on videos, websites, social media platforms, ads, online communities, and text-based content on forums. Online reputation management is highly important for companies that are mainly dependent on online users.

outsourcing 62

outsourcing Quality management Engineering Best practices 62

DMG Consulting

DECEMBER 1, 2020

Anything that can be done virtually, including things most people thought highly unlikely, like doctor’s appointments, has moved to the web or video. Shift from traditional retail to ecommerce – The world has gone virtual.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

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

Spearline

FEBRUARY 17, 2022

High latency is a cause of poor quality voice or video interaction across a network. Echo, overlapping noises i.e. talking over one another, ‘slow calls’, interrupted calls, and disturbed synchronization between voice and video during conferencing are all common effects of poor latency. What are the effects of latency?

Telecommunications 52

Telecommunications Call flow voip Surveys 52

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. “I My manager gives us the freedom to get our work done and doesn’t micromanage.”

Contact Center 84

Contact Center Transportation Management Feedback 84

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Enghouse Interactive

JUNE 25, 2021

You can’t over emphasise the importance of creating a trusting open culture in which agents feel comfortable coming to their managers if they are having problems, for example. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Knowledge management.

Technology 40

Technology Morale Self service Analytics 40

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Serenova

OCTOBER 24, 2019

When the cashier refused, the manager stepped in. His reaction was caught on video. The video of the enraged response, which involved screaming obscenities and insults, was posted on Facebook and the incident covered by local media. Tom and Tina Olszewski went to a McDonald’s drive-thru with their 9-year-old son.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

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.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Playvox

SEPTEMBER 30, 2021

You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen. Contact center management is one of the most challenging and people-intensive jobs out there — it’s why we created Playvox.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 96

Scripts Contact Center Benchmark CRM 96