2022 Coaching Quality management 
Contact Center Pipeline
APRIL 27, 2022
The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022. Most people are now accepting that change will continue to happen. The COVID-19 pandemic accelerated the shift to […].
CSM Magazine
JANUARY 5, 2022
This theme will continue as we head into 2022 as contact centers brace for more disruption fueled by the ongoing COVID-19 pandemic, which has already pushed so much of what we do online. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.
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Calabrio
MARCH 31, 2025
Since ChatGPT captured the worlds attention at the end of 2022, its been off to the races, with a host of new models, solutions, and use cases entering the fold. When your quality management and interaction analytics tools can identify patterns and recurring issues for you, you can focus on delivering the right customer service solutions.
Playvox
JANUARY 12, 2023
In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.
Calabrio
MARCH 7, 2025
However, one study found that, in 2022, the average turnover rate reached as high as 38%. High turnover at contact centers poses a significant challenge for workforce management, training, and maintaining service consistency. Then follow up on broader trends and ongoing issues with more in-depth coaching sessions.
Enghouse Interactive
APRIL 17, 2019
Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Call Monitoring. Respecting Applicable Regulations.
Playvox
APRIL 4, 2023
In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers. But too many workplaces don’t focus on developing managers’ ability to support agents when they need it. To keep engagement up, feedback should be focused on coaching rather than micromanaging.
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