Amplifai Coaching Category

MAY 9, 2024

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

Call Center 52

Call Center Contact Center 52

Balto

JANUARY 25, 2024

Balto uses generative AI to revolutionize QA call scoring St. Louis – Balto, the first company to provide real-time guidance to contact centers, unveils the latest leap forward in QA automation for contact centers: Balto QA Copil ot. Balto QA Copilot helps your team avoid sporadic spot-checking and QA’s calls instantly.

Contact Center 69

Contact Center Coaching Education Enterprise 69

Tethr

SEPTEMBER 12, 2023

Credit union leaders share their top takeaways for automating QA and implementing other AI tech in the contact center.

Contact Center 97

Contact Center 97

MiaRec

FEBRUARY 14, 2024

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone.

Call Center 98

Call Center Contact Center Management Customer Service 98

Callminer

NOVEMBER 1, 2017

Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. The post What are QA Metrics?

Metrics 186

Metrics Best practices Call Center Analytics 186

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? But with Auto QA fueled by AI and cutting-edge prompting techniques, we’re witnessing a revolution in real-time evaluation.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Tethr

FEBRUARY 6, 2023

Learn how to streamline the process and improve QA goals to get more value. Discover practical tips to enhance your quality assurance audits in contact centers.

Contact Center 62

Contact Center 62

Provana

APRIL 5, 2022

Since this manual exercise turns QA into an exhaustive and time-consuming routine, many businesses often end up reviewing only a 1% sampling of their calls for QA and compliance. Thanks to speech technology, the need for manual QA reviews is decreasing. to accurately categorize agent-consumer interactions.

Scripts 98

Scripts Analytics Call Center Technology 98

Spearline

AUGUST 31, 2021

Call Center Quality Assurance (QA) is an important part of any call center as it allows a business to identify and solve customer issues. QA is important in the quest of acquiring new customers but also helpful with reducing churn. Listening to calls is important for QA for many reasons. Promote publicly, punish privately!

Benchmark 103

Benchmark First call resolution Contact Center Call Center 103

Tethr

MAY 19, 2023

Traditional call center QA audits focus on less than 1% of calls. However, Tethr will automate call center QA with 100% of calls analyzed.

Call Center 62

Call Center 62

OrecX

JANUARY 27, 2022

Some of those ways include: Automated QA - Organizations can now capture and automatically analyze (with the addition of AI and speech analytics ) all their agent calls rather than a mere sampling, without adding more supervisors and quality evaluators.

Scripts 127

Scripts Analytics Education Engineering 127

Callminer

NOVEMBER 10, 2019

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

Call Center 182

Call Center 182

Callminer

AUGUST 30, 2023

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.

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300

Tethr

AUGUST 2, 2021

Before you invest time, money, and effort into implementing expensive cutting-edge solutions, make sure you know what works (and what doesn’t), so that your new QA process will be as successful as possible. Key takeaway: Customer experience metrics should comprise at least 30% of your new QA scorecard for best results. Read this first.

Metrics 106

Metrics Surveys Call Center Technology 106

Tethr

MAY 24, 2023

These four cutting-edge call center QA trends are set to revolutionize the way we think of QA in the coming months and years.

Call Center 76

Call Center 76

Tethr

DECEMBER 14, 2020

Quality assurance (QA) is not a new concept. But for some reason, most discussion regarding QA improvements within the contact center – perhaps due to a historical (over) focus on using QA to wring out cost – seems to have one dominant theme: automation. Bridging the gap between man and machine in QA.

Scripts 112

Scripts Self service Contact Center Sales 112

MiaRec

OCTOBER 16, 2023

Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How out-of-the-box are they, or in other words, how difficult it is to set them up?"

Technology 82

Technology Quality management Management 82

SQM Group

APRIL 11, 2023

We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.

Call Center 85

Call Center 85

CCNG

JANUARY 3, 2024

Early in my career, I standardized and deployed a QA program across multiple contact center locations for a large global company. When we purchased a solution to record interactions, post online scorecards, and deliver real-time reports, our QA process dramatically changed for the better. Our initial process was painfully manual.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

Tethr

MAY 24, 2023

Despite advancements in automation, change at the frontline of quality assurance (QA) is still a largely human endeavor. Here's why.

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63

Tethr

JULY 16, 2020

Our last post introduced a new way to connect (QA) measures with business outcomes we all care about, such as retention, share of wallet and advocacy. Imagine a few common QA outputs: QA Guidance : talk less. QA Guidance : say “I’m sorry” more often. QA scores can reflect how the agent handled such expressions.

Coaching 69

Coaching Customer effort Customer Care Upselling 69

Tethr

NOVEMBER 22, 2022

Today, most companies are using some sort of speech analytics technology to handle their call center QA function, but is it enough?

Call Center 71

Call Center Analytics Technology 71

Contact Center Pipeline

MARCH 30, 2023

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience. I use the words “attempted to coach” deliberately, given that tenured agents can be challenging to coach, particularly […]

Coaching 130

Coaching Contact Center Employee engagement Customer Service 130

Spearline

JUNE 25, 2020

Call Center Quality Assurance (QA) is an important part of any call center as it allows a business to identify and solve customer issues. QA is important in the quest of acquiring new customers but also helpful with reducing churn. Listening to calls is important for QA for many reasons. Promote publicly, punish privately!

Benchmark 89

Benchmark First call resolution Call Center Analytics 89

Helpware

SEPTEMBER 13, 2022

To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Using effective QA tools helps align your current performance levels with industry standards. Needless to say, QA is imperative. Meeting and exceeding these benchmarks far precedes company expansion.

industry standards 64

industry standards Benchmark Customer Service SaaS 64

DMG Consulting

NOVEMBER 13, 2018

It’s Time to Replace Traditional QA. Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback.

Analytics 76

Analytics Contact Center Quality management Construction 76

Tethr

JANUARY 30, 2020

But has the time come to reevaluate the usefulness of the call center QA function altogether? After all, there are several massive issues inherent with call center QA. Today, most companies are using some sort of speech analytics technology to handle QA, but is it enough? A day in the life of a QA manager.

Call Center 81

Call Center Scripts Average Handle Time Entertainment 81

Insite Managed Solutions

JUNE 29, 2020

Are you uncovering opportunities for staff development through QA? Do your QA methods identify sales & service best practices for your team? . Take time to consider the following questions – they could help you find new opportunities. Does your Quality program provide actionable ways to improve CSAT?

Best practices 52

Best practices Contact Center Feedback Sales 52

Tethr

JULY 13, 2020

Most CX and customer service leaders I talk to believe quality assurance (QA) in their organizations is a broken process in need of “modernization.” A CEB (now, Gartner) survey a few years back showed that a mere 12 percent of service leaders were confident that their QA process delivered tangible business results. NPS flatlining?

Entertainment 66

Entertainment Metrics Contact Center Call Center 66

SharpenCX

JUNE 2, 2021

How to improve your call center QA and deliver a better customer experience. In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. One easy way to help your call center QA?

Coaching 67

Coaching Call Center Scripts Analytics 67

MiaRec

MARCH 21, 2024

An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls.

Analytics 87

Analytics Contact Center Management Quality management 87

SQM Group

DECEMBER 1, 2022

We believe the customer service QA form we share can be helpful to call centers to create a customer service QA form to improve CX and call compliance.

Customer Service 52

Customer Service Call Center 52

CSM Magazine

JUNE 18, 2020

The only way to ensure that a product is living up to expectations, or exceeding them, is through a stringent and thorough quality assurance process completed by an experienced software QA tester. The Top QA Trends of 2020. QA for 2020 and Beyond.

Big data 52

Big data outsourcing Construction Engineering 52

SQM Group

DECEMBER 22, 2022

We share our Top 10 most popular blogs in 2022 that can help your call center improve customer service QA performance in 2023.

Customer Service 52

Customer Service Call Center 52

NobelBiz

JULY 22, 2021

The post VIDEO: QA Is Not the Punishment Department appeared first on NobelBiz®. Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

SaaS 52

SaaS Coaching 52