Quality Contact Solutions

MARCH 8, 2021

With more employees working remotely, we spruced up and added a few more helpful nuggets to this post to share with our readers. Since 2011 Q uality C ontact S olutions has delivered training in a virtual environment. The post 10 Best Practices for Delivering Virtual Training appeared first on.

Best practices 95

Best practices Telemarketing Coaching outsourcing 95

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Establish Best Practices. If a minimum level of best practices utilization wasn’t demonstrated, a product did not get approved for general availability.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Her career started in 2011 as an online marketing analyst, blogger & fashion expert @ Amazing Wristbands. Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Teach their team how to use it without an onboarding coach. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities. Easily get help if they need it.

Customer Support 88

Customer Support Education Coaching Self service 88

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. This helps management train and coach to ultimately mitigate compliance risk. By spotting trends, speech analytics and ASR can identify best practices that can be shared with all agents. Background on Speech Recognition.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Amity

FEBRUARY 10, 2017

I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). On a deeper level, it allows users to discuss exactly how they get stuff done, and to share tips and best practices.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Altivon

OCTOBER 11, 2017

The Auto Club Group merged in 2011, doubling its membership to over 9 million. The Auto Club Group is able to leverage call telemetry to connect multiple interactions to a specific postal survey and analyze interactions both good and bad for future coaching and training. Industry consolidation requires contact center consolidation.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40