Call Center Weekly

FEBRUARY 21, 2018

The true leaders in this space will have the ability for agent to earn badges (like a video game) for completing certain performance milestones and ideally allow individual agent to initiate competition with their peers without involved any member of leadership. Follow the leader: LinkedIn | Twitter.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

Hodusoft

FEBRUARY 14, 2020

Call centers today have access to dozens of call center solutions. If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best.

call center software 52

call center software Call Center Contact center software voip 52

Balto

JANUARY 30, 2025

What is Call Center Software? Call center software is the backbone of modern customer support and sales operations, streamlining communication across voice, email, and chat while enhancing agent performance through real-time guidance and automation. OttoQA Automated quality assurance Custom pricing 4.4

call center software 52

call center software Call Center Multichannel Coaching 52

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

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 52

Call Center Contact Center Chatbots Quality management 52

Certified Languages International

NOVEMBER 10, 2020

language services industry (hi, Lionbridge and TransPerfect), we’ll be focusing on the top companies that primarily provide remote interpreting services, like video and telephone interpretation. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Stratus Video. Let’s take a closer look. LanguageLine Solutions.

Healthcare 52

Healthcare Government Banking Enterprise 52

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Workforce Management Software.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Spearline

FEBRUARY 17, 2022

Increased incidents of latency in call centers negatively impact call quality, frustrating both agents and customers. In the gaming industry, latency isn’t just annoying, it affects the user’s experience and the perceived quality of the game. What are the effects of latency? How to measure latency?

Telecommunications 96

Telecommunications voip Call flow Surveys 96

Playvox

SEPTEMBER 30, 2021

You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen. Related: Three Highly Effective Strategies to Retain Call Center Employees. Quality Management. Friendly Competition.

Gamification 52

Gamification Call Center Contact Center Coaching 52

MiaRec

AUGUST 6, 2023

Transforming quality management in the contact center ? Leveraging generative AI and Machine Learning in the contact center Polyakova provides an insightful look at the next 12 months of MiaRec’s products and features roadmap, and the valuable benefits to customers and partners that they entail.

Analytics 52

Analytics Call Center Quality management Contact Center 52

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. What tools and platforms will they need to complete that work too? Promote Mental Health.

Management 82

Management call center professionals Quality management Feedback 82

Enghouse Interactive

SEPTEMBER 20, 2021

Customers: using webchat, voice, document sharing, and even video chat, on an interchangeable basis, ensures customers and agents can communication efficiently and effectively, minimizing wasted time and eliminating confusion. Contact Center for Enterprise (CCE). Contact Center for SMB (CC).

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Taylor Reach Group

SEPTEMBER 29, 2020

There are many features that could satisfy these requirements, but I’ve narrowed them down to six platforms that are essential to the success and effectiveness of your contact center: Communication Platform. Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM).

Contact Center 85

Contact Center CRM Quality management Analytics 85

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. What tools and platforms will they need to complete that work too? Promote Mental Health.

Management 72

Management call center professionals Quality management Feedback 72

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 97

Scripts Contact Center Benchmark CRM 97

Talkdesk

FEBRUARY 5, 2021

Video commerce. One of the ways retailers are getting creative with online commerce is through video. Retailers at NRF shared that social media and video have become key channels not just for their marketing teams, but also for their associates. . Business continuity tools for call centers are crucial to consider.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

SharpenCX

JUNE 9, 2021

Let’s look at some practical strategies and helpful resources to make managing your remote teams simpler and more productive. Read Next]: Conquer your Work From Home Call Center Challenges with Advice from the Experts. Practical Strategies for Managing Remote Customer Service Teams. Connect with video meetings.

Management 67

Management Contact Center Employee engagement Engineering 67

Monet Software

SEPTEMBER 21, 2018

But in some businesses you may have one team focused on scheduling and staffing, another team dedicated to call recording and quality management. Watch the WFO video. You can quickly get to the right information to drive a new level of performance improvement. The post What is Unified WFO?

Contact Center 48

Contact Center Quality management Enterprise Call Center 48

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. As technology changes, so must our scope and definition of quality management programs.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define video specifications, and setup as needed. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Monet Software

JUNE 20, 2019

But in some businesses you may have one team focused on scheduling and staffing, another team dedicated to call recording and quality management. But there should also be an effort to analyze how both of these groups are functioning, and establish goals that may require changes in procedures from each of them.

Contact Center 48

Contact Center Quality management Enterprise Call Center 48

Aspect

JANUARY 3, 2018

Typically purchased independently – WFM is typically purchased independently of the ACD and Recording/Quality Management systems and interoperates with a very wide spectrum of vendors and different types of solutions. Learn more about how Aspect Via WFM can be your first step to the cloud in this video.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Spearline

FEBRUARY 17, 2022

Increased incidents of latency in call centers negatively impact call quality, frustrating both agents and customers. In the gaming industry, latency isn’t just annoying, it affects the user’s experience and the perceived quality of the game. What are the effects of latency? How to measure latency?

Telecommunications 52

Telecommunications voip Call flow Surveys 52

Monet Software

AUGUST 29, 2018

It must integrate with your other systems WFO should adjust to your call center regardless of how it is organized. Be sure the reports you’ll receive will help with workforce management, quality management and performance management. Here are five “musts” for your next WFO investment. Normal.dotm.

Schedule adherence 48

Schedule adherence Contact Center Quality management Analytics 48

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. Another award so soon?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. Check out these videos. Bringing Salesforce and CXone together to improve business results.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

APRIL 13, 2021

No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS. Video… . Facebook Messenger. and be ready to handle what comes next.

Contact Center 93

Contact Center Morale Technology Self service 93

Enghouse Interactive

OCTOBER 27, 2021

Whereas Surveys, NPS, and CSAT scores only give a partial picture, listening to the Voice of the Customer across voice, video, SMS, text, and social media, is imperative to developing the most complete understanding of the issues that the organization should be immediately acting on.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. increase versus 22.3%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

JustCall

DECEMBER 12, 2022

JustCall is a Salesforce-integrated auto dialer that lets you do much more than automatically make and receive calls. At a reasonable call center dialer price. This auto dialer enables you to work like a premium call center or BPO with all the features that come with a calling process. and $48.00 Knowlarity.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Sikorski's Think Abouts

APRIL 5, 2015

Warmest regards, Laura Sikorski – Independent Call Center Consultant. WebTV Show Video Archives [link]. This week’s question for your employees – Why do you like being coached? Thank you for reading and sharing! lsikorski@laurasikorski.com.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Upstream Works

JANUARY 25, 2022

Successful digital transformation for contact centers translates into servicing customers on digital channels, allowing them to choose how they interact. Omnichannel flexibility is increasingly essential for the digital-first consumer, whether email, chat, messaging, video, co-browse, conversational AI, and more.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Enghouse Interactive

SEPTEMBER 29, 2020

Each engagement must be a positive experience, quick, seamless, and painless, regardless of the channel or channels they choose to use – voice, SMS, video, email, social media, or any combination thereof. . Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. .

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83