Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. I’ve managed and created large thermometer team games, car races, horse races, etc. Follow the leader: LinkedIn | Twitter.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. But to go with their analytics and sentiment analysis tools, teams need the right strategy.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Outsource Consultants

JANUARY 16, 2025

At Outsource Consultants, we’ve seen firsthand how implementing contact center quality assurance best practices can transform customer experiences and drive business success — from security to seasonal industries to strategic call center KPI achievement. This ensures that agents constantly improve their skills.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Outsource Consultants

JANUARY 24, 2025

Contact center quality monitoring evaluates agent performance using call recordings, KPIs, and AI analytics to improve customer service quality. This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Callminer

NOVEMBER 18, 2020

Best practice examples include: Hire, train, motivate, and retain top talent. Launch technology to automate, monitor, manage, and support all aspects of the customer experience. Examples include call recording, speech analytics and real-time monitoring. Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Call Center Gamification Wait times 345

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

Calabrio

APRIL 11, 2025

Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale. Best for: Personalized skill development, addressing specific performance gaps, career pathing, and providing ongoing support.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Talkdesk

FEBRUARY 16, 2021

Find your way back to best practices. And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You rely on outdated analytics and business success metrics.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Global Response

MARCH 26, 2024

You want a BPO company that leverages the latest technology (like AI, automation, and advanced analytics) to improve business operations and address inefficiencies. Quality of service When outsourcing services, you need a partner that will deliver equal, if not better, quality of service than your in-house team.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

JustCall

JANUARY 19, 2023

Customer Satisfaction Overall customer satisfaction can be assessed through short surveys and helps you determine best practices and strategies for call center optimization. This is where call center quality management can help. The CXone tool is used to better manage customer expectations and agent experience.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. TechnologyAdvice.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

CSM Magazine

JULY 18, 2022

Besides hard skills in customer service theory and practice, they also have soft skills like excellent communication skills, analytical abilities, empathy, and emotional intelligence. Focusing on Quality Management. Quality management is essential for business success.

Best practices 59

Best practices Journey mapping Quality management CRM 59

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. Workforce managers ensure the right people are available at the right time. Managing shifts to prevent agent burnout.

Best practices 52

Best practices Call Center Metrics Management 52

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. Workforce managers ensure the right people are available at the right time. Managing shifts to prevent agent burnout.

Best practices 52

Best practices Call Center Metrics Management 52

Calabrio

MARCH 4, 2025

Find out what it takes to deliver winning service and sales experiences across channelsincluding the best omnichannel contact center software options to support your efforts in 2025. 5 Essential Omnichannel Contact Center Best Practices Implementing and managing an omnichannel contact center is anything but a set-it-and-forget it affair.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

DMG Consulting

JUNE 12, 2022

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers. June 2022 By Donna Fluss.

Analytics 62

Analytics Contact Center Best practices Consulting 62

Calabrio

MARCH 25, 2025

In fact, research has found that: Companies with an active VoC program spend 25% less on customer retention Companies with mature VoC programs also drive higher employee engagement and lower customer service costs Discover top Voice of the Customer best practices to improve your VoC program.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52

Balto

JANUARY 3, 2025

Improve operational efficiency through predictive analytics and pattern recognition. Drive revenue growth by aligning service quality with sales objectives. Look for tools with features like: Speech Analytics: Automatically transcribe and analyze customer calls to detect patterns, identify trends, and flag compliance risks.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Call analytics software changes the game in how you view each call. Workforce Management Software. However, self-service CANNOT be your service model. .

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Calabrio

FEBRUARY 27, 2025

And well discuss some tried-and-true best practices and cutting-edge tools, cutting through the noise to help you truly transform your call center into a high-performing engine that fuels customer loyalty and growth. How do you craft a winning big-picture strategy without losing sight of the granular details?

Call Center 52

Call Center Metrics Gamification Contact Center 52

NICE inContact

JULY 8, 2020

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Quality management 62

Quality management Contact Center Management Best practices 62

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Quality management 54

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics 48

Analytics Contact Center Quality management Enterprise 48

MiaRec

JANUARY 9, 2023

But with advances in AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers.

Best practices 98

Best practices Analytics Contact Center Call Center 98

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

MiaRec

OCTOBER 7, 2023

With hundreds or even thousands of calls to get through, making call scoring for quality assurance as efficient as possible is key. With advances in generative AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers.

Contact Center 103

Contact Center Best practices Analytics Management 103

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? This lack of data-driven insights prevents contact centers from making informed decisions to improve FCR Best practices and tips to optimize your FCR Theres no one quick fix for improving FCR. How to Improve (+Examples) Share What is first call resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? This is where CXone Interaction Analytics Pro helps you see the “forest” of possibility. CXone Interaction Analytics Pro helps you evaluate all interactions based on topic and outcome.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

Uniphore

JULY 1, 2021

Online communities that enable call center workers to commiserate on their struggles and share best practices have grown by 77% in membership, and by 75% in terms of daily conversations since January 2020. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Playvox

MARCH 27, 2023

Related Article: 7 Best Practices for Keeping Your Hybrid Contact Center Team Connected 7. Related Article: Best Ideas To Increase Productivity In Your Call Center 8. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

DMG Consulting

JULY 5, 2020

And even BC plans that had work-at-home (WAH) guidelines for agents were unlikely to have documented best practices for supervisors or managers who unexpectedly needed to work remotely. . Desktop analytics to monitor application usage. Historical speech analytics to identify performance trends and business opportunities.

Contact Center 84

Contact Center At home agents Analytics Consulting 84