Global Response

OCTOBER 17, 2023

Many hospitals and healthcare organizations don’t have the internal software or resources to manage HIPAA compliance entirely in-house. For many, health-related concerns are an emotional and delicate topic. In addition, healthcare outsourcing providers will be HIPAA compliant—and can manage updates and compliance for your organization.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

Help Scout

SEPTEMBER 7, 2021

The right choice for you will depend on your team size, conversation volume, and resources. Common in larger companies, a permanent QA role (or team) can focus full time on monitoring and addressing quality. You aren’t developing QA skills in the individuals on your support teams. Here are four common options to consider.

Customer Service 118

Customer Service Feedback Surveys Personalization 118

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

TechSee

DECEMBER 17, 2019

That means carrying out full QA and ensuring that reps are clear about eligibility for promotions. For more background and information about the fundamental transformation facing the utilities industry today, read a new eBook on the topic called Providing Effortless Experience to the Empowered Utility Customer.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

ChurnZero

JULY 14, 2022

While the topic of our conversation varies, the takeaway is always the same: You will achieve the best results if your data is good. At ChurnZero, we use our own product to help customers identify incomplete data at the start of the QA process. This advice isn’t anything you haven’t heard before.

Education 52

Education Accountability Benchmark Engineering 52

AWS Machine Learning

OCTOBER 2, 2023

You can also use EC2 instances to validate the different components in a QA process before deploying to an actual edge production device. However, here a few learnings we would like to share with you: Evaluate in advance if the additional AWS IoT Greengrass compute resource requirements fit your case, especially with constrained edge devices.

Engineering 92

Engineering APIs Management Enterprise 92

Fonolo

JANUARY 31, 2023

Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Provide resources or guidance — or even your own custom courses — for employees who wish to upgrade their skills or complete certifications online.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Vistio

JUNE 10, 2022

From general ACD data to, again, QA analytics. Workforce management and QA are obvious reports to pull. . We can find that very quickly going through a lot of the QA and analytical data itself and can start to make changes fairly quickly by providing our findings. . It doesn’t mean the QA department goes away.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. For instance, what about inventing a non IVR way of connecting customers to the best resource? We know cloud contact centres enable both virtual and home-based resource models. AI & Contact Centres. New Teamwork Now Needed.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

COPC

APRIL 27, 2020

This means it’s prudent to start taking the long view and start thinking about the operational aspects of WAH, including the following topics and questions. QA and Coaching — Do we have the right tools and processes in place to strengthen our staff? We’re innovative and resourceful. An Industry that’s Always Up for a Challenge.

Morale 52

Morale Contact Center Coaching Call Center 52

Education Services Group

SEPTEMBER 13, 2021

By keeping these costs down, you can allocate your resources to fuel your growth, rather than unnecessary expenses. You can automate a lot of onboarding, QA tasks, security scanning, and ticketing so that you can focus on growing your business. Another reason why cross-functionality is important is a reduction in complexity.

Customer retention 52

Customer retention Technology Customer Experience Best practices 52

AWS Machine Learning

MARCH 28, 2024

Each child document captures distinct aspects or topics from the broader parent document. When you create an AWS account, you get a single sign-on (SSO) identity that has complete access to all the AWS services and resources in the account. This identity is called the AWS account root user.

Telecommunications 114

Telecommunications Healthcare Transportation Accountability 114

SharpenCX

OCTOBER 8, 2019

We like to think of this category as quality assurance (QA). Their handle times could’ve spiked because they didn’t have the right resources readily accessible. Then, if need be, address the root cause with specific and actionable coaching, better resources for your team, and processes that are easier to understand.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

We like to think of this category as quality assurance (QA). Their handle times could’ve spiked because they didn’t have the right resources readily accessible. Then, if need be, address the root cause with specific and actionable coaching, better resources for your team, and processes that are easier to understand.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

Playvox

FEBRUARY 16, 2024

The Shift from Quality Assurance to Quality Management Quality assurance (QA) in contact centers was a measurement and practice by analysts, managers, and call center leaders of how agents met (or didn’t meet) defined checkboxes, often for compliance and regulatory requirements, for handling customer interactions.

Quality management 75

Quality management Contact Center Management Best practices 75

Balto

JUNE 23, 2022

When a manager has more agents to coach and QA, they cannot be as hands-on with monitoring each and every call. The findings from both of these surveys are consistent with the idea that resources at larger contact centers are either less effectively channeled towards script adherence, or that adherence is less of an operational priority.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Vistio

DECEMBER 15, 2021

Bringing you back to my old QA days, but absolutely. I think it’s like those hot topic words, those ping words that we hear that, really, we just slap them on things to be keeping up with the status quo, but are we really addressing the issues at hand within our contact center? That’s a great resource.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Playvox

MARCH 5, 2024

Ever-Evolving Quality Management Processes Not long ago, call centers had one channel — voice — and quality assurance (QA) focused on checking compliance boxes or meeting regulatory requirements. Both topic categorization and customer sentiment build this deeper understanding of customer needs and behavior.

Quality management 78

Quality management Management Contact Center Coaching 78

CrazyCall

APRIL 16, 2019

Now, that we exactly know what call center quality assurance is all about, let’s talk about useful call center quality assurance tips and practices that will help you with call center QA process. Following this analogy, the same decisions should be taken when it comes to implementing QA in your call center’s workflow. That’s right.

Best practices 70

Best practices Call Center Scripts Metrics 70

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. You can share information across resources to streamline processes, improve service, and create a better customer journey. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

AWS Machine Learning

AUGUST 15, 2023

Prerequisites You need an AWS account with an AWS Identity and Access Management (IAM) role with permissions to manage resources created as part of the solution. Each paragraph focuses on the same topic. Using the ConversationalRetrievalChain tool, which further adds memory of chat history to the QA solution.

Chatbots 74

Chatbots Enterprise Accountability Best practices 74

Playvox

MARCH 27, 2023

The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills. Empower support center agents by providing them with the training and resources they need to handle a wide range of customer issues.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

COPC

MARCH 28, 2017

and Execs In The Know covers a broad range of topics and has revealed many areas of opportunity where companies can greatly improve the customer experience. This year’s Corporate Edition report saw a number of new questions around topics such as quality assurance, program structure, channel consistency, and performance measurement practices.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

GetFeedback

NOVEMBER 18, 2019

For future question ideas, review verbatims from open-ended questions or “Other (please specify)” responses for emerging and actionable topics. QA requirements (yes, someone needs to QA your analysis!). Review verbatims for future surveys. These verbatims are a rich source of information, for a variety of reasons.

Feedback 79

Feedback Surveys Construction Best practices 79

Expivia

APRIL 1, 2021

This covers a broad spectrum of topics but is a huge piece of your organization’s culture. It will really help your human resources team to find the perfect people for a position if you explain to them specifically what you need that new hire to do for you. What do you do when a rep rocks a QA score? Will they be sent to HR?

Consulting 52

Consulting Consulting Call Center Coaching 52

Vistio

JANUARY 13, 2022

There’s so many amazing resources that are out there, which you can go and read, as we’ll talk about in a moment, but as somebody that just doesn’t know what, like, I just needed a context. You have the agent that wants to do a good job and does not have the tools and resources they need to be able to do a good job.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

There’s so many amazing resources that are out there, which you can go and read, as we’ll talk about in a moment, but as somebody that just doesn’t know what, like, I just needed a context. You have the agent that wants to do a good job and does not have the tools and resources they need to be able to do a good job.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

CX Global Media

JULY 10, 2019

More than 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. EXPERT SESSION – Scoreless QA: How to Focus On Behaviors And Forget About The Numbers.

Contact Center 120

Contact Center Morale Coaching Analytics 120