Playvox
APRIL 21, 2023
First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. What Is Omnichannel Customer Experience?
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.
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CSM Magazine
JUNE 24, 2021
Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.
NICE inContact
JANUARY 30, 2018
Make sure your solution not only provides integrated voice recording, but consider things like Screen Recording and Quality Management for other channels as well. As a matter of fact, the number of channels is growing, as Web Chat, SMS and Social Media become mainstream channels of choice with our younger digital-native generation.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Global Response
MARCH 18, 2022
Quality Assurance measures the quality of an agent’s assistance and etiquette during a call. In order to measure this, you’ll need to develop a checklist of factors that will comprise your quality assurance measurement, and then have a quality management team or quality assurance manager listen to recorded calls to assess the quality.
Callminer
FEBRUARY 21, 2018
Others may baulk at the inordinate amount of time or effort to manage the process as well. If you want to see an uplift in the overall customer experience, a well-thought-out quality management procedure can work wonders. Despite what you might assume, most contact centre QA tools are not multichannel…”.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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