Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live monitoring from your supervisors and/or your QA areas is like in-game coaching. Live Calls help you Win the Game Today.

Quality management 52

Quality management Call Center Management Coaching 52

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. It directly impacts: Customer Satisfaction and Loyalty: By ensuring consistent, high-quality interactions, QA drives customer satisfaction and fosters long-term loyalty.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Calabrio

MARCH 31, 2025

Plus, GenAI can take in the breadth of your contact centers call quality and content and automatically apply smart tags to help your team categorize and better understand your customers most common and important concerns. Automated Quality Evaluations Ensure consistent quality at scale.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Aspect

AUGUST 26, 2019

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Serenova

MAY 1, 2020

Remote work environments can make performance monitoring, coaching and feedback challenging because the natural, ongoing interactions between supervisors and agents are missing. Quality management tools can provide much-needed efficiency. Supervisors then review scores and share feedback with agents. Keep It Real.

Morale 98

Morale Coaching Contact Center Quality management 98

Callminer

NOVEMBER 18, 2020

I was not helpful in any way, and I wouldn’t be surprised if they canceled their account. Audit work through quality management programs that reflect the optimal customer experience. The customer had no idea what was going on, and I couldn’t hang up. All that was heard on the call was myself gasping for air.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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. Good search tools allow the manager to zero in on the specific interactions requiring attention, evaluation and further agent coaching. Call Monitoring.

Quality management 40

Quality management Management Best practices Coaching 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

DMG Consulting

JANUARY 3, 2020

Game mechanics, whether completion-oriented or competition-based, are being used creatively to drive and reward desired behaviors, foster collaboration, improve productivity and drive cultural change by aligning performance accountabilities with corporate goals.

Gamification 78

Gamification Management Coaching Quality management 78

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. Along with training, it is important to provide timely coaching to your agents.

Morale 90

Morale Contact Center Quality management Coaching 90

Monet Software

MARCH 10, 2021

Contact centers will inevitably take these factors into account as part of their business continuity plans. Training must be adapted to avoid declines in quality management and customer experience. Or if a future public health emergency arises, a remote workforce can help insulate call center operations from outbreaks.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Avaya

JANUARY 29, 2019

In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. But that is only half of the conversation.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Playvox

FEBRUARY 20, 2024

Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets. That’s where a Workforce Management solution moves from a “nice to have” to a “must have.”

Management 88

Management Gamification Calibration Quality management 88

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 5) Continue to evaluate.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Avaya

AUGUST 24, 2016

Founded in 1962, Common has been delivering best-in-class accounts receivable management programs throughout Canada for decades. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services.

Quality management 47

Quality management Coaching Contact Center Call Center 47

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). Quality/Compliance score. Points 1-11 (above) are metrics that tell the Agent and their managers how they are performing versus time management expectations and in comparison, to their peers. Quality Manager. Login time. Available time. Talk time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Playvox

JANUARY 24, 2022

The bulk of inquiries contact centers receive are for routine matters such as making payments and checking account balances. Related Article: How Quality Management Can Help Improve Your Customer Experience. Unpacking the types of customer interactions contact centers handle provides key insights. Take the first step.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Serenova

APRIL 19, 2020

The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Serenova

OCTOBER 24, 2019

But here’s the obvious lesson (obvious, but perhaps overlooked even in the largest organizations): consistently exceptional service requires continual quality management and training. Implementing a workforce optimization program that includes ongoing quality management can be a powerful tool. Here’s the whole story.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Balto

JANUARY 24, 2025

From supervisors seeking better coaching tools to executives driving strategic decisions, Balto provides tailored value to meet unique challenges. Heres how: Supervisors: Real-Time Coaching at Scale Supervisors face the challenge of monitoring numerous agents while ensuring consistency and compliance.

Call Center 52

Call Center Scripts Coaching First call resolution 52

DMG Consulting

AUGUST 26, 2024

This applies to historical and real-time conversation analytics as well as related applications built on its technology, including transcription, analytics-enabled quality management (AQM), real-time guidance (RTG), next best action, real-time coaching, automated post-interaction summarization, and more.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Enghouse Interactive

DECEMBER 5, 2018

Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% Real Time Speech Analytics will Evolve into an Agent Coaching Tool. However, the reality on the ground is somewhat disconnected from the hype.

Coaching 65

Coaching Analytics Cloud contact Self service 65

DMG Consulting

MAY 8, 2023

What makes these enhancements compelling is that the vendors have taken into account both the need for new capabilities and the importance of making them easy to use. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Contact Center Enterprise Analytics 62

Noble Systems

MAY 20, 2021

Having AI look at that and be able to make that decision is invaluable, because that’s what actually gives you actionable content from what the person is speaking, to get them to whatever it is they need to get to, that IVR tree, a real person with all the information, their account information, etc. What was said on this call?

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Symbal AI-powered call insights & coaching Custom pricing 4.4 out of 5 on G2. 5 on G2 and Capterra.

call center software 52

call center software Call Center Multichannel Coaching 52

Customer Centric Support

SEPTEMBER 1, 2016

As Petra Coaching says, “A players will not play with C players for long.” Accountability must exist on all levels and be part of the culture. 3 – Polarizing Quality Management. There is a fantastic article by Jeremy Hyde on how to involve you agents and foster collaboration through your quality management process.

Customer Service 48

Customer Service Gamification Customer centricity Quality management 48

Tenfold - Contact Center Blog

DECEMBER 28, 2017

The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center.

call center workforce 54

call center workforce Call Center Technology Management 54

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

DMG Consulting

SEPTEMBER 16, 2017

Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. While DMG does not have any insight into the specifics of Wells Fargo’s contact centers, it’s likely that agents were given sales and up-sell goals that were closely monitored by management.

Sales 48

Sales Customer Service Contact Center CRM 48

DMG Consulting

JUNE 29, 2017

Some of the recordings are reviewed by a quality management team who evaluate, score and coach agents on their performance. Agents do not want to be held accountable for sales goals because it detracts from their primary goal of delivering great service.

Sales 48

Sales Customer Service Contact Center Consulting 48

NobelBiz

AUGUST 3, 2021

In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Monet Software

APRIL 24, 2020

And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Trusting relationships can be difficult to foster at a distance.

Contact Center 62

Contact Center Management call center workforce Gamification 62

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