CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. This became a powerful tool for those leaders who followed the charter going forward.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 20, 2024

Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier. The best Quality Management (QM) systems also enable agents to provide commentary on feedback provided and dispute anything that the agent may not agree with the analyst about.

Management 88

Management Gamification Calibration Quality management 88

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

NobelBiz

APRIL 18, 2023

Utilizing Call Center Real-Time Analytics Employing real-time analytics enables operations managers to make informed decisions and respond promptly to changing trends. By monitoring key performance indicators (KPIs) in real time, managers can identify issues and implement solutions before they escalate.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52