NICE inContact

JULY 25, 2019

According to a Korn Ferry Poll (2018), 33 percent of professionals selected “I’m bored, need new challenge” as their motivation for moving on to another job. 5) Provide Coaching. Offering a mentor or coach is crucial to keeping your agents around. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. Real Time Speech Analytics will Evolve into an Agent Coaching Tool. As 2019 progresses, we expect to see the technology used more as a coaching bot by the contact centre management team.

Coaching 65

Coaching Analytics Cloud contact Self service 65

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

Avaya

JUNE 18, 2018

GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. Gartner predicts that by the end of 2018, more than 50% of companies affected by GDPR will still NOT be in full compliance with its requirements. Comply with GDPR. As a regulation on company behavior, GDPR does not apply to technology directly.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Netomi

JANUARY 5, 2022

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October 2018. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Verint

APRIL 12, 2018

Introduce automated quality management (AQM) —and revolutionize how the organization approaches quality in the contact center. With AQM, the organization can automate the entire quality management process, from scoring evaluations to assigning coaching. Interested in learning more?

Analytics 31

Analytics Average Handle Time Quality management Coaching 31

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Call center managers need to coach their agents to avoid prolonged conversations about the weather or sports teams while on their calls.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. In addition, consistency in following contact center processes is key to optimizing FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MAY 25, 2018

Contact Center Quality Assurance is Essential in All Channels. By Donna Fluss. There’s a great TV commercial about what happens when consumers insure only 3 quarters of a car. The punch line is that when the car needs to be replaced, the consumer only gets ¾ of a car, which is not useful or practical.

Contact Center 48

Contact Center Analytics Enterprise Management 48

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. eLearning and coaching tools : Bring employees fully up to speed on regulatory changes and any new requirements, as well as correct any non-compliance behaviors.

Government 51

Government Contact Center Coaching Accountability 51