Playvox

APRIL 21, 2023

With digital quality management, analysts can review omnichannel interactions with flexible scoring, gather feedback by question, and calibrate scoring to uncover customer service problems quickly. And that can lead to costly issues like overstaffing or missing service level agreements.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. Don’t forget that bad experiences cost businesses an average of 9.5%

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

JANUARY 26, 2021

Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together. Putting automation into their journey helps agents keep up with service levels and gives customers fast access to the information they need.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

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.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77