NICE inContact

OCTOBER 30, 2019

Your contact center agents feel the same way when it comes to your quality management process. In the contact center, quality management is often viewed as big brother or a necessary evil. Incentivizing quality management KPIs and outcomes Creating a “Quality Task Force” comprised of both agents and evaluators.

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Quality management Management Telecommunications Contact Center 48

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?

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Quality management Management Upselling Contact Center 48

Monet Software

OCTOBER 15, 2018

Your quality management (QM) program runs on data. If you’re not sure the policies you have in place are working, here are five tips to help you collect the best data to boost quality management. Before quality management can work, you need to be very clear on what you hope to accomplish.

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Quality management Management Coaching Surveys 48

Monet Software

OCTOBER 4, 2018

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

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Quality management Contact Center Management Marketing 48

Merchants

AUGUST 24, 2020

By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.

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Quality management Business Process Outsourcing Management outsourcing 52

8x8

SEPTEMBER 18, 2017

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. Read about the SAFE method, coaching and quality management in the contact center in the ICMI Tool Kit: Quality Management in the Contact Center.

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Quality management Contact Center Management Coaching 48

Monet Software

JULY 4, 2018

Do you have a quality management (QM) program? Call Scoring This is perhaps the most critical aspect of quality management, so it is best decided with the participation of as many employees as possible. Without the right software, a quality management program is going to struggle. Normal.dotm.

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Quality management Management Coaching Contact Center 48

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

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Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

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Quality management Management Scripts Call flow 40

Beyond Philosophy

OCTOBER 29, 2020

In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. Moreover, if you don’t do it, it is obvious you aren’t doing it.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Playvox

MARCH 12, 2024

When employees are motivated intrinsically, they are more likely to be passionate about their work and go above and beyond to meet their goals. Instead, share insights on performance through a comprehensive quality management program where you help your agents see how they can improve their customer interactions.

Morale 78

Morale Gamification Contact Center Quality management 78

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.

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Quality management Contact Center Management Best practices 75

Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. Needless to say, managing their remote work team effectively was a significant problem. Once MongoDB implemented Playvox Workforce Management, these issues were resolved.

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Management Gamification Calibration Quality management 88

CCNG

JANUARY 11, 2023

Make sure you plan team meetings and use quality management software to keep them up-to-speed, motivated and involved. Here are a few best practices to ensure they are ready: The Three E’s: Educate (or train), engage, and empower your staff (or agents) to address all customer queries.

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Customer Service CCNG Education Self service 195

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.

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Quality management Management Contact Center Coaching 78

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. Gamification offers benefits to agents while helping contact center leaders meet business objectives.

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Gamification Contact Center Coaching Quality management 79

Tethr

SEPTEMBER 27, 2021

In call centers, service centers, and other customer-facing areas of the company, QA is the process that ensures customer service representatives are meeting certain standards and expectations for their role. This often means using proper greetings, language, and meeting an appropriate handle time. Definition of Quality Control (QC).

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Quality management Call Center Scripts Customer centricity 85

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

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Quality management Coaching Contact Center Metrics 69

NobelBiz

FEBRUARY 27, 2024

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

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Best practices Call Center Interactive Voice Response First call resolution 105

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. The Manager’s Guide to Call Center Gamification.

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Call Center Management Benchmark Contact Center 147

ijgolding

DECEMBER 4, 2019

This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation. Quality is relative (feelings/experiences) to the perceived need of a user and is expressed as the right combination of product and price.’. Descartes). Protagoras).

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Quality management Construction Customer emotions Coaching 92

UJET

JUNE 3, 2020

Helping to resolve customer issues is their daily focus, but they also have emails to address, reports to analyze, and meetings to attend. Use Workforce Management and Quality Management Solutions. Schedule Regular Meetings and Feedback. What tools and platforms will they need to complete that work too?

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Management call center professionals Quality management Feedback 82

Playvox

APRIL 21, 2023

Related Article: 5 Must-Haves for Growing Companies Looking to Create an Omnichannel Support Center Evolving Roles In The Contact Center In a digital customer service center, workforce managers, quality management analysts, and even CX leaders will find that their roles are changing — for the better.

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Customer Experience Contact Center Self service Multichannel 95

Playvox

JUNE 28, 2022

Meeting these escalating customer expectations while simultaneously keeping employees satisfied and containing operating costs can be intimidating. The right WFM tools can help you meet the challenges of omnichannel forecasting, scheduling, and long-term planning. But don’t worry. You’ve got this! But, fortunately, there is good news.

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Contact Center contact center solutions Quality management Contact center software 84

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

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Consulting Consulting Contact Center Marketing 59

UJET

JUNE 3, 2020

Helping to resolve customer issues is their daily focus, but they also have emails to address, reports to analyze, and meetings to attend. Use Workforce Management and Quality Management Solutions. Schedule Regular Meetings and Feedback. What tools and platforms will they need to complete that work too?

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Management call center professionals Quality management Feedback 72

Myra Golden Media

JULY 16, 2019

This seems obvious, but you’d be surprised to know how many companies take the time to rate customer service contacts – and then penalize employees for lousy performance without bothering to meet and discuss variances with employees. Make sure you know how to calibrate, and that you schedule regular calibration meetings.

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Calibration Contact Center Coaching Construction 153

DMG Consulting

JANUARY 1, 2024

WEM is evolving to meet the dynamic needs of artificial intelligence (AI)-enabled enterprises and service functions. This Report is intended to help contact center, IT, and enterprise leaders select the optimal solutions, technology, functionality, and partner to meet their organization’s current and future WEM requirements.

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Consulting Consulting Enterprise Marketing 59

Calabrio

APRIL 16, 2020

Quality management cost: $.005 VoiceFoundry will then rapidly configure your new work from home contact center to meet the needs of this new reality. No software fees at time of purchase. 005 per minute. Analytics cost: $.005 005 per minute. 005 per minute. Minutes based on Amazon Connect consumption .

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Contact Center Quality management Analytics Technology 123

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

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Analytics Enterprise Quality management Coaching 115

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

NOVEMBER 19, 2019

Delivering on Our Promise to Continually Innovate and Rise to Meet Market Needs. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

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Cloud contact Quality management Contact Center contact center solutions 69

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Part of your job as a contact center leader is to meet agents where they are and deliver training in ways that work for them. For instance, Lindsey J.,

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Contact center software Contact Center Coaching Quality management 52