Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

COPC

FEBRUARY 15, 2024

Call Quality Assessment: Insights and Ethics AI listens to calls, scores agent performance objectively (based on training) and generates detailed feedback reports. This Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness. Refer back to the terminology subgroup.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

NobelBiz

MARCH 26, 2024

Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates. These components work together to create a cohesive, automated customer service ecosystem.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52