Playvox

JANUARY 25, 2024

Here’s how QM software allows contact center leaders to automate work for your quality team, creating more efficient and less costly processes: Create powerful scorecards in minutes, calibrate evaluations against expert opinions, evaluate interactions, and automate the coaching process. Why is WEM Better than WFO?

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. Calibrate regularly. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

Calibrate regularly. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis. Employee care programs also have a long-term impact on employee engagement, productivity, loyalty and retention, all of which have measurable financial benefits.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84