Myra Golden Media

JULY 16, 2019

If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. . This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches. Monitoring Sans Coaching.

Calibration 153

Calibration Contact Center Coaching Construction 153

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

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. Get started today by diving into our on-demand webinar: How to Infuse AI into QM: What You Need to Know.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Myra Golden Media

JULY 15, 2019

This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches. To calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and feels like so that every evaluator is rating the calls/contacts the same way.

Calibration 153

Calibration Coaching Morale Feedback 153

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

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. Watch our recent webinar, Getting Started with Quality Management , to help you jumpstart your organizations QM process.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Protect Your Experts with Call Recording and Quality Management. Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity.

Self service 52

Self service Contact Center CRM Quality management 52

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Aligning Quality Management With Customer Experience.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Playvox

JUNE 10, 2022

CTA: Check out the on-demand webinar full of tips and tricks to make coaching contact center agents more effective. If you liked these contact center coaching tips, you’ll love the webinar that inspired them. Coaching Tips for Contact Center Agents. Building trust will put you on a path to better outcomes.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Enghouse Interactive

OCTOBER 13, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Verint

MARCH 6, 2018

Using Automated Quality to Make Every Agent Your Best Agent Webinar. Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m. March 8; Online Webcast.

Quality management 35

Quality management Coaching Self service Enterprise 35

NICE inContact

OCTOBER 23, 2019

Watch this webinar for a unique look at how Expivia uses NICE inContact CXone Interaction Analytics Pro to transform their business. Design targeted training for an individual agent’s needs based on their interactions (positive and negative behaviors) with customers.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

COPC

JULY 8, 2021

“Kevin [Campbell] showed remarkable skills as a webinar trainer and steered the dynamic of the group very well,” stated Birker. Course facilitators and trainers, including Kevin Campbell (Managing Director of the EMEA Region), average 20 years of practical experience running CX and contact center operations.

Best practices 52

Best practices Contact Center outsourcing Quality management 52

Monet Software

MARCH 10, 2021

Notwithstanding the many reasons remote call center agents will be an enduring feature of the contact center landscape, there are real challenges in making it a success: Morale can fall after the novelty of work-from-home “freedom” wears off, unless contact center leaders find effective ways of managing remote call center agents.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Enghouse Interactive

APRIL 30, 2021

The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly. Overcoming the barriers to EI.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Playvox

SEPTEMBER 30, 2021

Quality Management. A good quality management program should help empower agents — not just supervise them. If not, our on-demand webinar, CX Megatrends to Watch in 2022 , has the answers you need. Related: Agent Engagement: Why It Matters and 6 Ways to Nurture It. Celebrate agent success.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Verint

DECEMBER 12, 2017

Automated quality management provides the ability to automatically score some or all of the questions—in some or all of your evaluation forms. Read valuable perspectives from Forrester Principal Analyst Ian Jacobs after our recent Automated Quality webinar in this Q&A document. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. Click here to watch the webinar on demand with LEGO. See more quotes from the webinar here :

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Verint

NOVEMBER 1, 2017

On November 15 guest speaker Ian Jacobs, Principal Analyst of Forrester Research and Kristyn Emenecker, Global Vice President, Product Strategy Group, of Verint, will present on a live webinar, “Empower Your Employees with More Data, More Automation” at 2 p.m. How can autoscoring evaluations help each agent perform even better?

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Register Now Learn more from Robin Gareiss, President and Founder of Nemertes Research about how Microsoft Teams and the Contact Center can benefit your organization in our upcoming webinar: Blog #1 Enhancing the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Monet Software

SEPTEMBER 10, 2020

This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Perhaps the topic didn’t register with a new recruitment class or a particular manager isn’t modeling good skills. . Need more information about how workforce engagement transforms customer experience?

Call Center 71

Call Center Personalization Scripts Morale 71

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. Instead, teams at companies like EmployBridge use artificial intelligence (AI) to analyze each call and identify coaching opportunities.

Coaching 88

Coaching Contact Center Morale Analytics 88

Serenova

JUNE 20, 2019

In her recent webinar with Serenova, leading contact center industry analyst Sheila McGee-Smith shared this particularly revealing statistic: Gen Z is set to outnumber even Millennials this year to make up 32% of the global population (a staggering 7.7 These two groups now make up the fastest-growing proportion of contact center employees.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

8x8

SEPTEMBER 14, 2017

Getting important details on how many incoming or outgoing phone calls were actually occurring across all stores or using high-quality call recordings for quality management purposes was not possible.

Contact Center 48

Contact Center contact center solutions Quality management Marketing 48