JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Include your agents. Agent empowerment is the new norm within many contact centers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

DMG Consulting

SEPTEMBER 16, 2017

Wells Fargo is no longer making daily news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

Balto

JANUARY 17, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 3, 2025

Coaching and Empowering Call Center Agents From Oversight to Empowerment Call center monitoring has long been associated with micromanagement and punitive evaluations, but todays call monitoring tools are designed to empower agents rather than penalize them.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Calabrio

MARCH 10, 2025

Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52

Calabrio

MARCH 10, 2025

Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise.

Call Center 40

Call Center Coaching Quality management Contact Center 40