TechSee

APRIL 21, 2021

Call centers are busier than ever. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. According to a 2021 survey, 65% of U.S.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Monet Software

AUGUST 27, 2020

When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? How not to get overwhelmed when you’re new to QM.

Quality management 62

Quality management Call Center Management Call flow 62

CCNG

JUNE 12, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. What is Speech Analytics?

Analytics 195

Analytics CCNG Quality management Call Center 195

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. Scott highlights key issues with traditional quality assurance practices and offers insights into leveraging AI for enhanced customer service.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

Amplifai Coaching Category

JULY 12, 2024

Call Center Quality Management Best Practice Guide: Learn about the definitions, differences, benefits, challenges, and how call center quality management software can help perfect your quality management strategy.

Quality management 52

Quality management Best practices Call Center Management 52

SharpenCX

AUGUST 31, 2021

A lot of data is coming in and out of your contact center platform throughout the busy day. This is where a call center dashboard comes in. A call center dashboard provides simple graphics, custom views, and real-time insights into your team’s performance. Are we retaining call center agents?

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape.

Quality management 78

Quality management Management Contact Center Coaching 78

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Monet Software

JANUARY 31, 2019

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Find out more about Monet Quality Management.

Quality management 59

Quality management Management Contact Center Coaching 59

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Meet Our Panel of Call Center Experts: Nenad Cuk.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

SharpenCX

NOVEMBER 10, 2020

Yet still, from the perspective of a customer, if I know I have to dial up a call center, I think of a million reasons to delay it until tomorrow. Like plenty of people, I assume customer service calls will take up my entire afternoon. Customer service in call centers has the stereotype of being inefficient and impersonal.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Fonolo

APRIL 7, 2022

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live Calls help you Win the Game Today. Recorded Calls help you Have a Great Season.

Quality management 52

Quality management Call Center Management Coaching 52

Fonolo

SEPTEMBER 8, 2022

No great call center achieves success without implementing dozens of processes—especially when it comes to call center quality monitoring. After all, what is a contact center without happy customers? Staying on top of agent performance and keeping quality levels high across the board can feel overwhelming.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Uniphore

JULY 1, 2021

It then used the stories it collected, along with key statistics and supporting research, to create an illustrative snapshot of call center life. Jacada reports that contact center employees are increasingly resorting to social networks to both vent out and seek help from peers. Register Now.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

City Communications

FEBRUARY 22, 2019

The contact center is the primary point of contact with customers in the after-sales field, and in some cases, it serves as a point of contact in making before-sales decisions and even making some sales outright. No One Wants to Work a Call Center Job. The Customers Aren't Happy Either.

Quality management 61

Quality management Contact Center Management Gamification 61

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Will analytics really help your quality management program? Want to know what analytics looks like in a quality management process? Research proves that gives organizations a leg up.

Quality management 64

Quality management Analytics Management Contact Center 64

MiaRec

NOVEMBER 16, 2022

In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence.

Call Center 98

Call Center Analytics Contact Center Sales 98

Outsource Consultants

FEBRUARY 27, 2025

India’s call centers have long been a cornerstone of global customer service. However, recent years have seen a remarkable transformation in their approach to quality assurance. At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

MiaRec

FEBRUARY 14, 2024

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service. If yes, then you are not alone.

Call Center 105

Call Center Contact Center Management Customer Service 105

NICE inContact

FEBRUARY 26, 2020

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Quality management 62

Quality management Contact Center Management Best practices 62

Calabrio

MARCH 5, 2025

By analyzing call recordings, live interactions, and other customer service data, businesses can pinpoint strengths, weaknesses, and opportunities to enhance the overall customer experience (CX). Why is call quality monitoring so important in the contact center? If theyre still cutting, that is.)

Best practices 52

Best practices Coaching Scripts Contact Center 52

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations. appeared first on NICE inContact Blog.

Quality management 55

Quality management Analytics Management Coaching 55

CX Global Media

FEBRUARY 28, 2019

Here is an edited transcript of my interview with Al Cook: Jim Rembach: Hey, this is Jim from the Fast Leader Show and Call Center Coach and I’m here with Al Cook of Twilio. The hump that we see is over and over again large enterprises really struggling to be able to customize their contact center to be able to do the integrations.

Contact Center 250

Contact Center Coaching Call Center Technology 250

NICE inContact

MARCH 4, 2020

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program.

Quality management 62

Quality management Contact Center Management Best practices 62

Calabrio

MARCH 11, 2025

Put these expert-assembled call center quality assurance best practices at the heart of your approach to empower your agents, enrich interactions, and drive better service in the year ahead. What is call center quality assurance? However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Balto

MAY 9, 2023

As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough.

Quality management 52

Quality management Contact Center Management Coaching 52

SharpenCX

MARCH 4, 2020

A typical call center coaches and trains agents in a few different ways. To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers).

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Serenova

JUNE 5, 2020

To maintain business continuity, organizations must find ways to help employees manage stress. That’s all bad news for call center agent productivity and customer experience. Agents may feel unmoored without the familiar person-to-person contact they were accustomed to when they worked in the contact center.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Fonolo

APRIL 7, 2022

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores.

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67