Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Zoho Desk Zoho Desk is a cloud-based QA platform that enables call centers to manage customer support tickets, customer satisfaction analysis tools, and advanced agent scoring techniques.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: The Age of the Anti-Script appeared first on NobelBiz®.

Scripts 52

Scripts SaaS Coaching 52

Integrity Solutions

SEPTEMBER 23, 2024

Imagine this scenario: You are a new coach of a tennis team comprised of mostly average players. Incorporate this analysis into a series of on-demand, video-based online modules that suggest appropriate shot selection to capitalize on the precise moments in a tight match when their opponent exhibits vulnerability.

Sales 101

Sales Coaching Telecommunications Accountability 101

AWS Machine Learning

DECEMBER 21, 2023

Typically, call scripts guide agents through calls and outline addressing issues. Well-written scripts improve compliance, reduce errors, and increase efficiency by helping agents quickly understand problems and solutions. To use Amazon Bedrock, make sure you are using SageMaker Canvas in the Region where Amazon Bedrock is supported.

Contact Center 119

Contact Center Scripts Interactive Voice Response contact center solutions 119

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

Balto

JUNE 28, 2022

New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. Louis, MO — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center. 64% of agents identified something they would like to change in their scripts.

Scripts 52

Scripts Contact Center Coaching Surveys 52

Calabrio

MARCH 5, 2025

The term may also refer to CX analytics tools or types of CX analytics platforms , which are designed to collect and visualize CX data, as well as accelerate analysis. Data Collection: Gathering Comprehensive CX Data The foundation of effective customer experience analysis lies in gathering data from a multitude of customer touchpoints.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Post-call analysis also benefits from AI.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching. Analysis: The Deep Dive The analysis is where the magic happens.

Analytics 98

Analytics Call Center Contact center software Scripts 98

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Post-call analysis also benefits from AI. Machine Supervisors. Super Agents.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

ROI CX Solutions

APRIL 15, 2025

Provide regular training on deescalation techniques Implement continuous agent coaching and weekly or monthly team trainings, highlighting successful strategies and addressing common questions or concerns from agents. Dont forget to take this time to observe body language and vocal tone.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

Balto

JULY 26, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, has launched the Balto Real-Time Index , a new tool that collates trends, insights, and in-depth analysis for contact centers. ” The Balto Index is available for free and updated on a quarterly basis for continual trend tracking and analysis. About Balto.

Contact Center 52

Contact Center Real estate Healthcare Scripts 52

Noble Systems

JUNE 30, 2020

A simple review of the conversations that close a sale or turn an unhappy customer into a happy one can lead to script changes or coaching moments that can improve customer outcomes. In addition, many call center analytics tools also include sentiment analysis that can determine whether customers are happy, angry or indifferent.

Analytics 98

Analytics Contact Center Call Center Scripts 98

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. Make sure they understand the features, call handling processes, and how to use tools such as CRM integrations and call scripts.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Calabrio

MARCH 4, 2025

The combined use of machine learning and natural language processing technology in this analysis is what makes conversation intelligence tools uniqueand its what fuels the data-driven, strategic intelligence that organizations can use to improve agent performance and customer experiences.

Coaching 40

Coaching Contact Center Analytics Sales 40

Momentum Telecom

FEBRUARY 5, 2025

It also identifies recurring bottlenecks or training gaps so you can fine-tune scripts, processes, or onboarding. Dynamic Dashboards & Trend Analysis: Visualize call data in easy-to-understand charts, filter by agent or department, and spot patterns like daily or monthly call surges.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Calabrio

NOVEMBER 25, 2020

The one-size-fit-all script no longer cuts it. Valuable statistics from ACD reports, quality surveys and staffing systems can help optimize routing rules, staff schedules and agent coaching programs. Technology Fuels Contact Center Transformation. The Research Team – To become more efficient, contact centers need to be data-driven.

Contact Center 122

Contact Center Self service Banking Analytics 122

Integrity Solutions

FEBRUARY 15, 2019

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. Whether it’s keeping employees engaged and motivated or coaching agents to meet important goals related to conversion and cross-selling, managers are the key. By Bruce Wedderburn.

Contact Center 77

Contact Center Coaching Employee engagement Scripts 77

Playvox

FEBRUARY 1, 2024

The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? Accurate analysis of customer sentiment takes thought and effort. But there are proven methods for success.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams. .

Gamification 52

Gamification Coaching Scripts SaaS 52

CallSource Insights

SEPTEMBER 15, 2019

No one wants to talk to a robot, so simply reading questions off of a call script or checking off boxes won’t cut it to truly build rapport with a caller and get them to want to choose your business. Improve your phone skills with a call coach. Get Call Coaching.

Coaching 75

Coaching Scripts Personalization Sales 75

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

Global Response

MAY 15, 2023

Most importantly, QA processes should: be ongoing target every channel that you’re active on integrate with your key metrics provide actionable insights and results Creating scripts is another important aspect of implementing quality control. Timely: Provide real-time feedback and coaching.

Call Center 62

Call Center Scripts Coaching outsourcing 62

JustCall

MARCH 13, 2020

Analysis of Sales Reps’ Previous Projects. Customer Analysis . Customer analysis is an integral exercise that sales reps need to undergo. Begin the process of customer analysis by building a basic understanding of who your target customer is. Cold Call Scripting . What drives your customers? Defining Goals .

Sales 72

Sales Scripts Coaching CRM 72

GetFeedback

AUGUST 14, 2019

Flip the script on your results and use that as a motivator. Goal 2: Coach employees. Using this to coach employees and share how to improve their feedback will help improve the experience overall for future customers. . Share results with your teams and use for coaching and improvement. FREE TOOL: CSAT CALCULATOR .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Calabrio

FEBRUARY 25, 2025

Here are some of the things theyve had to say: The support staff has been less than stellar The training provided to support the back end such as script building and maintenance wasn’t sufficient. Strong learning and coaching support: Talkdesk is known for its strong support team.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

JustCall

SEPTEMBER 8, 2023

Generative AI, sentiment analysis , and other such advanced functionalities have been instrumental in improving the way we work. Equip your agents with the AI capabilities of Tone analysis and Rephraser to craft on-point and impactful customer messages. As a part of the launch, we also introduced several new advanced AI capabilities.

Coaching 52

Coaching Scripts Analytics Sales 52

Outsource Consultants

JANUARY 16, 2025

Continuous Monitoring and Evaluation: Implement regular call monitoring, screen captures, and transcript analysis. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives. Try to review a statistically significant sample of interactions across all channels.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Enghouse Interactive

JULY 29, 2021

And it may be no more than an innocent, off-script comment that causes the issue. Recordings can help ensure that agents focus on, and adhere to, proper scripting and processes. With the latest technology, recordings are processed in real-time and are time-stamped, codified, and indexed to simplify future analysis or retrieval.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Upstream Works

DECEMBER 20, 2022

A second virtual agent use case is assisting or coaching agents during the interaction with customers. This is where tools like sentiment analysis come into play, as AI can often ‘read’ the customer’s mood faster than agents can and provide agents with the right scripts or templates in real-time.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Outsource Consultants

JANUARY 24, 2025

Modern call recording systems incorporate features such as automatic speech recognition (ASR) and sentiment analysis, allowing supervisors to flag calls based on specific keywords or customer emotions. Provide Consistent Feedback and Coaching Timely feedback accelerates agent development. Problem-solving skills and issue resolution.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Enghouse Interactive

OCTOBER 21, 2020

Agents will be presented with increasingly more complex situations which will require more engagement, insight and analysis. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Validate your assumptions and findings based on the next round of customer feedback analysis.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Monet Software

AUGUST 11, 2020

Reducing the manual burden of spreadsheets with robust, yet “point and click” call monitoring, recording, and analysis capabilities is a great way to upgrade QM with the staffing structure you have. One way to buy some time on the QM journey is to invest in more sophisticated—but not complicated— QM software. All of this takes expertise.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Balto

MARCH 3, 2025

Smart Sentiment Analysis Features: Tone detection Emotion recognition Context understanding Cultural nuances Real-time transcription services convert conversations into searchable text, enabling instant quality monitoring and coaching opportunities. The system suggests relevant solutions without forcing rigid scripts.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Balto

OCTOBER 27, 2022

Earlier this year, CMS specifically proposed to conduct greater levels of medical review in FY 2022, including pre- and post-payment audits and analysis of the Targeted Probe-and-Educate (TPE) process. Maintain Updated Scripts and Playbooks. Coach in Real Time. Likewise, CMS requested additional funding — $50.5

Scripts 52

Scripts Coaching Education Contact Center 52