Monet Software
DECEMBER 14, 2018
“A renewed focus on quality management” should be on a lot of resolution lists this year. A quality management program offers a way to take a closer look at what a contact center is doing right, and where improvement is needed. Find out more about Monet Quality. Do you have the right software solution in place?
Playvox
NOVEMBER 16, 2021
In 2019, the lifestyle brand had 12 customer care agents. The challenge of hiring and training more than 100 remote employees, as well as the operational considerations stemming from increased product demand, meant it wasn’t feasible for contact center leaders to spend hours conducting manual agent quality assessments.
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Contact Center Pipeline
APRIL 8, 2021
Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital interaction tools, greater automation of interaction evaluations and the growing importance of agent engagement and satisfaction.
Monet Software
MARCH 20, 2019
TMC , a global, integrated media company, has named Verint Monet WFO as a 2019 CUSTOMER Product of the Year Award winner. Verint Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Vonage
JANUARY 30, 2019
Aligning Quality Management With Customer Experience. The tenth was simply an acknowledgement that some teams will have such a full agenda of their own making that none of the ones mentioned here, make it onto their 2019 action plan. Traditional QA draws its point of reference from an internal view of what matters.
Beyond Philosophy
JANUARY 12, 2023
From 2010 to 2019, two-thirds of organizations did not improve their customer satisfaction, while all the effort went into improving Customer Experience. His career started at IBM, and he remembers the total quality management days. Now, TQM is just part of the job, so total quality management doesn’t get a focus anymore.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?
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