Playvox
MARCH 12, 2024
Promoting open communication, collaboration, and a supportive atmosphere also helps motivate agents. Instead, share insights on performance through a comprehensive quality management program where you help your agents see how they can improve their customer interactions.
DMG Consulting
OCTOBER 6, 2023
Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.
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Serenova
MARCH 10, 2020
It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. Mobile video for enhanced technical support.
Global Response
MARCH 1, 2022
The call center for this business handles a large volume of incoming customer service calls, often related to membership or subscription questions, technical support or general customer service inquiries. needing to speak to a manager), or dialed the wrong department. Average abandonment rate.
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.
Brad Cleveland Blog
MARCH 5, 2020
Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes. Their VP of customer service rightly questioned the range of AHTs (and the very long “outlier”) …
Customer Service Life
MAY 15, 2017
Now imagine working in technical support and you need to get a customer’s make and model for the device you’re supporting. Their advanced reporting allows customer service leaders and quality managers to see how often certain macros are being used and how often they’re being customized or even completely changed.
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