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? Step Two: Close the Loop Quality management does not work as a standalone program. false. 18 pt. 18 pt. false. false. false. MORE

On-Demand Webinar: Top Quality Management Tools to Enhance Compliance and Accelerate WFH Performance Full Transcript Lindsay (00:51): Good morning, everyone. MORE

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. MORE

Quality,” that elusive attribute for which a contact center strives, is always a challenge to achieve consistently. But maintaining quality is critical in every aspect of a company’s operation, and especially in the contact center where thousands of people have their first experience with how that company treats its customers. Do you have a quality management (QM) program? Without the right software, a quality management program is going to struggle. MORE

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. MORE

Ready to take your quality management efforts to the next level? But contact centers rise and fall on data, and today’s top quality management solutions can record every call so you get a true picture of how your business is performing. But there are quality management solutions that will ease the transition from any previous technology, allow for easy customization as needed, and generate reports that provide the necessary data in a clear and concise manner. MORE

The post Moving on from manual quality management to drive a better customer experience appeared first on Livevox. There’s no doubt that in today’s business environment customer experience is the issue of the day. MORE

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The results of Saddletree Research’s 2017 survey of end users, completed during the third quarter of 2017, reveals the relatively high level of market penetration of quality management in the U.S. The complete overview of the current status of quality management among those in the industry is provided in Figure 1 below. MORE

Lasting relationships with your customers are built upon the control of the quality of goods and services you provide. An effective quality management system (QMS) ensures your standards of goods and services are upheld and delivered consistently. Quality Management MORE

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. MORE

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. Quality management ensures that an organization, product or service is consistent. To which contact center managers reply, “Yeah, we knew that.” MORE

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade. When call recording is combined with speech analytics, the result is a strategy that increases the value and effectiveness of your quality management program. MORE

2021 is a watershed year for Playvox. In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. Our global clients significantly expanded adoption of our workforce optimization products. MORE

Quality MonitoringRecent research reveals that 81% of businesses strive for customer experience to be their competitive differentiator, yet only 22% of businesses themselves report that they are exceeding customers’ expectations. MORE

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. When I was a contact center manager, I remember talking about quality management in our staff meeting and literally feeling all the eyes rolling as agents mentally tuned me out. Register for How to Engage Agent in Your Quality Process. MORE

Today’s enterprises face a complex network of management requirements, as real-time voice and data, and asynchronous applications compete for valuable network resources. It will also impact the quality and the outcome of the conversation. MORE

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. MORE

This internal tug of war between contributing to the greater good of the company or ensuring job security can hurt businesses in the long-run as critical issues remain unidentified by management. This post is the first of a three-part series that will help your company improve quality management in the contact center, leading to improved customer experience and satisfaction. Contact Center Featured Training & Certification contact center training quality management MORE

Now’s the time to step back and look at how you involve agents in your contact center quality management. MORE

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. While almost every call can be a teaching moment, those that stand out in a positive or negative way will be the most valuable in improving quality management. MORE

What you measure to define success may differ, but the need to manage quality is part of that success. Contact center leaders look to quality management and quality control software like speech analytics, call recording, and the like to […]. The post 7 Principles of Quality Management in the Contact Center appeared first on Livevox. Quality Management MORE

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program? MORE

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Of course, contact center managers only have control over the agents and trainers and coaches on their workforce. What constitutes ‘quality’ when it comes to a phone call? Blog Quality Management MORE

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. DMG defines AQM as “an application that leverages interaction analytics, business rules and automation to identify, classify and score as much as 100% of voice and text-based interactions based on defined quality criteria.” MORE

When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? MORE

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? MORE

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. This means fewer – but higher quality- evaluations. MORE

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? MORE

A renewed focus on quality management” should be on a lot of resolution lists this year. A quality management program offers a way to take a closer look at what a contact center is doing right, and where improvement is needed. Use quality management to make sure that best practices are being maintained in every aspect of the call from the greeting to the final ‘click’. Find out more about Monet Quality. Blog Quality Management MORE

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. You Must Be Clear On What “Quality” Means. “We We need to do a better job” is not quality management. “We For QM purposes, training means relaying your definition of quality in detail to agents, and specifying how you measure quality. MORE

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. Customer Service Featured QA QM Quality Management MORE

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. MORE

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. However, actively engaging agents in performance management sessions will help clarify root issues and will increase a sense of ownership in achieving desired outcomes. MORE

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers. MORE

If you had to choose, what would you say are the absolute most important items on your quality form? Wow, that looks like a great foundation for a quality form, doesn’t it? There’s no way we can use one single, simple quality form for all support channels, right? But then, does that mean we need separate quality forms for each channel? It sure would be nice to have a single, multi-channel quality form that works across all channels. MORE