Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. This will help them understand how their performance impacts the business.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Your agents also win when AI-integrated workforce engagement management technology is employed because it creates a better employee experience (EX).

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JANUARY 30, 2024

Some examples include: A large technology company uses riddle game techniques to attract skilled job candidates. 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 79

Gamification Contact Center Coaching Quality management 79

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

COPC

SEPTEMBER 30, 2022

is pleased to announce that it has once again approved Nexcom’s RevealCX as a Platinum Partner in the COPC Approved Technology Provider (ATP) program. RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. developed the ATP program recognizing technology solutions proven to deliver real business value.

Calibration 63

Calibration Best practices Quality management Benchmark 63

Playvox

APRIL 5, 2022

Some are able to reliably deliver exceptional customer experiences and perform as strategic, revenue generating organizations, while others deliver sub-par experiences that lead to disappointing performance metrics and frustrate customers, causing them to take their business elsewhere. Fortunately, technology has evolved as well.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

COPC

MARCH 11, 2024

This is a recruitment quality metric.) Considerations for Technology Solutions to Drive Employee Retention Technology can be a powerful solution to refine the new hire experience while inspiring and sustaining employee performance. Ask the following questions to establish a strong base for long-term retention.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

MARCH 12, 2023

Research from Playvox shows us that having well-defined metrics is essential, but sometimes that’s all that is used to measure whether or not a customer service center is being run efficiently. AI technologies can help your team work smarter, not harder, by automating repetitive tasks and providing valuable insights into customer inquiries.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Global Response

MARCH 26, 2024

It also shows they have successfully managed similar processes and functions you intend to outsource. Technological capabilities Assess each vendor’s technological infrastructure to ensure it is robust, scalable, and capable of supporting your company. As you work together, review the SLA regularly.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Smart Quality Management. Communicate the benefit to agents.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Smart Quality Management. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

JustCall

MARCH 7, 2023

It includes managing various activities such as employee hiring and onboarding, agent coaching and training, task scheduling, team communication, performance monitoring, etc. Most contact centers function in a fast-paced and chaotic environment, which makes effective management crucial for success.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Just be sure to update your WFM strategy as you add new channels, agents and technology.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

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

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology. Agents start work by signing in , but what other technology do they need? Use Workforce Management and Quality Management Solutions. Manage Through Communication. Data is the best friend of a supervisor.

Management 82

Management call center professionals Quality management Feedback 82

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. 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.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

FEBRUARY 27, 2023

With this unique solution pairing, Salesforce-powered contact centers can now have a digital-first, cloud-native workforce engagement suite, which also includes quality management and coaching. CX leaders have real-time operational visibility and unified coaching and quality management processes.

Management 75

Management Schedule adherence Contact Center Coaching 75

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

FEBRUARY 1, 2022

The machine-learning-enabled module in the Calabrio ONE Workforce Engagement Management suite enhances the ability for contact centre managers to record and track agent performance metrics, providing the data to facilitate performance and coaching conversations.

Coaching 52

Coaching Gamification Customer Service Quality management 52

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology. Agents start work by signing in , but what other technology do they need? Use Workforce Management and Quality Management Solutions. Manage Through Communication. Data is the best friend of a supervisor.

Management 72

Management call center professionals Quality management Feedback 72

SharpenCX

MARCH 25, 2021

Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working.

Coaching 67

Coaching Analytics Call Center Quality management 67

Fonolo

SEPTEMBER 8, 2022

These seven steps can help you create the quality monitoring process that best suits the needs of your contact center. Elect or hire a committee that’s dedicated to quality management. Your CSat score should be the first KPI you analyze, and your guiding light throughout the quality monitoring process.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Nicereply

MAY 23, 2024

Adaptability In the current management scene, change is constant. Besides the dynamic market conditions, technology also keeps evolving exponentially. Project managers must, therefore, have the capacity and ability to adapt as necessary to accommodate unpredictable or sudden changes.

Management 52

Management Education Quality management Finance 52

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. Companies such as Movement Mortgage are excited about the positive business impact of this technology.

Analytics 91

Analytics Enterprise Contact Center Quality management 91

Aspect

JULY 15, 2020

Contact center employe r s need to have the technology tools to make employees fully mobile. For example, employees should be able to work in the office on Tuesday but work from home on Wednesday without any technology barriers. Aspect delivers on that need in W orkforce Optimization Version 20. . Many others, especially in AQM .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Beyond Philosophy

NOVEMBER 8, 2017

Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In

Consulting 150

Consulting Consulting B2B Metrics 150

JustCall

JANUARY 19, 2023

It is a workforce optimization strategy that integrates new processes and technologies into our hosted center. Tracking and evaluating the right metrics allows you to assess your call center’s performance in terms of industry benchmarks. This is where call center quality management can help.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. This requires the right people, processes, and technologies. Become a Workplace of Choice. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

AWS Machine Learning

OCTOBER 2, 2023

To facilitate the labeling and manage our workforce, we use Amazon SageMaker Ground Truth , a data labeling service that allows you to build and manage your own data labeling workflows and workforce. A ConditionStep to evaluate if the mAP metric value of the trained model is above a configured threshold.

Scripts 90

Scripts Construction Engineering APIs 90

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities. CxEngage Quality Management.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

CSM Magazine

APRIL 18, 2023

Elevate Functionality Across Key Workflows Combine data from Workforce Management (WFM) and Quality Management (QM) systems to provide an extra layer of value that optimises contact centre performance. A good example is using quality scores to impact schedules rather than create schedules based purely on agent skills.

Coaching 52

Coaching Analytics Contact Center outsourcing 52