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

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

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Metrics 52

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

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

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? We Surveyed 500 Managers About Call Center Coaching.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52