Playvox

FEBRUARY 29, 2024

Bots have enabled sales and marketing teams to let potential customers learn about a company’s business or service without having to directly interact with a live person. AI algorithms can also personalize customer interactions by leveraging data from previous interactions to offer tailored recommendations and solutions.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Playvox

MARCH 12, 2024

Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 22

Calibration Personalization Quality management Contact Center 22

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

Brad Cleveland Blog

FEBRUARY 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

DMG Consulting

JULY 26, 2018

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months.

Best practices 48

Best practices Call Center Calibration Gamification 48

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Outsource Consultants

JANUARY 16, 2025

Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives. By automating processes and enhancing agent performance, AI-driven speech analytics is shaping the future of quality management in contact centers.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Balto

SEPTEMBER 26, 2024

This shift from reactive to proactive quality management set the stage for the sophisticated QA practices we see today. Inconsistent Evaluation Criteria Obstacle: Different evaluators may interpret quality standards differently, leading to inconsistent feedback. Contact us today and get a personalized demo.

Call Center 52

Call Center Coaching Morale Calibration 52

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83