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? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

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. Using the right approach will enable your organization to deliver better service, protect callers and agents and maximize the customer contacts that result in a positive outcome.

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

NOVEMBER 6, 2024

Automated quality management (AQM) – conversation analytics enables organizations to automatically review up to 100% of their voice and digital customer interactions, up significantly from the 1% – 3% typically evaluated in a contact center’s manual QM program, and at a considerable cost savings.

Analytics 48

Analytics Coaching Employee engagement Quality management 48

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Every organization has strategic business objectives for which C-level executives are accountable. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

TeleDirect

FEBRUARY 3, 2025

Crisis Management: Rapidly deploy additional agents during emergencies, ensuring uninterrupted customer service. Cost Savings Without Compromising Quality Managing an in-house call center comes with significant expenses, including salaries, benefits, office space, and training costs.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Customer Interactions

JULY 7, 2015

The following is a fictional (but relatively realistic) account of life as a team leader attempting to comply with traditional quality management techniques. I manage 15 agents. My name is John. I’m a team leader, and I’m an addict. This is my story. Each of them handles approximately 2,500 calls per month.

Quality management 28

Quality management Call Center Management Accountability 28

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

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

Talkdesk

FEBRUARY 16, 2021

Enabling agents and other employees to collaborate on key customer accounts and projects breaks down traditional silos that keep vital data and information locked within teams. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Talkdesk

MAY 19, 2020

Accountability: Establish tasks and realistic goals, and inform your staff that they are accountable for the outcomes. Your infrastructure must encompass every task and interaction of a person’s role, including training, collaboration and quality management, among others.

Employee engagement 100

Employee engagement Quality management Accountability Management 100

Calabrio

MARCH 11, 2025

Leverage AI-driven quality management to uncover personalized insights on each interactionwithout the need for manager intervention. This practice not only supports quality initiatives but also minimizes risk and enhances accountability. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

Serenova

MAY 1, 2020

Agents can lose that personal connection with their managers they had in the contact center which kept them motivated and promoted a sense of belonging and accountability to a team. Quality management tools can provide much-needed efficiency.

Morale 98

Morale Coaching Contact Center Quality management 98

Playvox

MARCH 27, 2023

By regularly reviewing progress toward these goals, managers can provide feedback and support to help agents achieve their targets. This approach can also help create a sense of accountability among agents, as they are responsible for achieving their assigned goals.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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

AWS Machine Learning

JULY 29, 2022

To generate high-quality and performant ML models at scale, they need to do the following: Provide an easy way to access relevant data to their analytics and ML CoE. Create accountability on data providers from individual LoBs to share curated data assets that are discoverable, understandable, interoperable, and trustworthy.

Government 101

Government Banking Analytics Accountability 101

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

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. 96% believed, “Negative (redirecting) feedback, if delivered appropriately, is effective at improving performance.”

Morale 90

Morale Contact Center Quality management Coaching 90

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. first appeared on Fonolo.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Aspect

JANUARY 3, 2018

The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

AWS Machine Learning

DECEMBER 22, 2022

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. With this new capability, multiple Ground Truth Plus users can now create a new project and batch , share data, and receive data using the same AWS account through self-serve interfaces. Request a new project.

Engineering 98

Engineering Accountability Consulting Consulting 98

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.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Spearline

FEBRUARY 8, 2021

Today’s users have very high expectations regarding the quality of phone calls, and there are many issues that can occur with a voice connection, including echo. Businesses depend on clear communication channels in their customer interactions and more and more are taking a truly proactive approach to audio quality management.

Telecommunications 90

Telecommunications voip Quality management Accountability 90

Calabrio

NOVEMBER 18, 2024

This time of year brings a high risk of fraud attempts like account takeovers and phishing scams, as fraudsters exploit the rush and heightened activity. This proactive approach minimises the financial impact of fraud and reassures customers that their accounts are safe.

Analytics 52

Analytics Quality management Accountability Service level 52

Peter Lavers

JULY 6, 2016

There’s a complex, quality managed, business system behind them. B2B is much more about long-term relationship quality. Consolidation in the sector has made it critical to effectively manage relationships with key accounts, partners, brokers, suppliers and distributors. Systemic thinking isn’t new in business.

Customer centricity 100

Customer centricity B2C B2B Best practices 100

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.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Other Employees: using presence indicators and persistent/threaded chat, agents can instantaneously connect with available resources across the organization (accounts receivable, decision-makers) to quickly resolve customer issues the first time, without unnecessary back and forth. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Calabrio

MARCH 25, 2025

By making performance data readily available and understandable, you foster a culture of self-improvement and accountability, while also unlocking clear development paths and freeing up managers from routine reporting tasks.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Serenova

JULY 21, 2020

Leveraging the Lifesize Go video solution delivers both, without requiring additional downloads, subscriptions or accounts for agents or customers. Voice and text paths as well as quality management recordings also continue uninterrupted, completing the true omnichannel contact center circuit.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

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

DMG Consulting

MARCH 1, 2019

The two market leaders, NICE and Verint, which together accounted for 75.5 Four vendors accounted for a vast majority of the increase in this market sector from first-half 2017 to first-half 2018: Verint showed the most sizable increase in this segment, up $84.4 percent during this period. NICE’s total company revenue increased 9.8

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) both on an individual basis, and when aggregated, enabling personalized communications for others within the same industry.

Contact Center 97

Contact Center Self service Chatbots CRM 97

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

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. first appeared on Fonolo.

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67