Calabrio

FEBRUARY 25, 2025

This granular understanding allows businesses to proactively address negative experiences, capitalize on positive feedback, and tailor agent coaching to improve future interactions. Trending Topics Tool: Leverage AI to automatically break customer conversations into a manageable list of the most common topics and pressing concerns.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

DECEMBER 5, 2018

Cloud contact centre adoption rates will continue to grow. We are seeing a growing willingness for businesses to move to cloud-based contact centres and we expect that trend to continue during 2019. Today, all these concerns are steadily melting away and there is a much higher level of confidence in the cloud.

Coaching 65

Coaching Analytics Cloud contact Self service 65

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Quality management 55

8x8

OCTOBER 25, 2017

The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. Unfortunately, agents often lack coaching and training. The result is an inadequate toolset for customer service agents and poor training.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

NICE inContact

JANUARY 24, 2019

Agent productivity, engagement and performance quality have all improved significantly, thanks in no small part to CXone Quality Management Pro and inView Performance Management for CXone. Agents now get timely, meaningful quality scoring and feedback.

Contact Center 54

Contact Center Coaching Quality management Metrics 54

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

NICE inContact

JUNE 21, 2019

But consistency across the board in functionality, quality management, and service were an issue because the collections team’s PBX dialer offered no reporting or visibility into agent’s performance. New opportunities for coaching emerged, and call quality and conversion rates rose. With 800+ stores across the U.S.,

call center software 54

call center software Contact Center Coaching Metrics 54

Playvox

MAY 4, 2023

Multichannel contact centers offer service in many digital channels, but those channels are siloed. Omnichannel cloud contact centers are known for speedy setup and low operating costs. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

NobelBiz

AUGUST 3, 2021

In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. The result is an immediate improvement in the quality of the relationship between agents and the workplace environment. You do not have to be sick to recover!

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. attitude that impedes getting buy-in during coaching sessions. DO: Aggregate, track, and share results. Don’t just tell agents about their calls, have a conversation about them.

Calibration 50

Calibration Coaching Contact Center Quality management 50

NobelBiz

FEBRUARY 22, 2023

Passing this information to the AI-managed knowledge base finds the correct response to the customer’s query and lets the agent go to the next. Online training and coaching Companies want digital alternatives since group training and personal coaching are not viable options.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

Passing this information to the AI-managed knowledge base finds the correct response to the customer’s query and lets the agent go to the next. Online training and coaching Companies want digital alternatives since group training and personal coaching are not viable options.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

Serenova

JUNE 6, 2019

Despite growing adoption , many contact center leaders still are moving forward cautiously as they work through risk versus benefit of the cloud. The panel addressed these three key benefits of cloud contact centers, all of which directly and positively affect CX: Security.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Enghouse Interactive

JANUARY 13, 2021

Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1%

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

NobelBiz

JUNE 4, 2024

Team Leader/Supervisor Team Leaders or Supervisors oversee the performance of CSRs, providing guidance, support, and coaching to ensure high service levels. They are responsible for monitoring call quality, managing schedules, and addressing any issues that arise during operations.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. And that’s where your coaching ability as a manager comes in. And this is where your managerial and coaching skills come in.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

NobelBiz

MARCH 23, 2022

In general, call quality and latency issues are simply a function of the internet connection for cloud-powered contact centers. A strong connection should dispel these concerns entirely, as contemporary cloud solutions outperform any premise-built infrastructure. Learn every about Managing CCaaS Expectations vs Reality.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Fenero

JULY 23, 2020

And, yes, now that that has become a norm, I’m not sure that many people are itching to get back to the office,” stated Colin Taylor, an expert on contact centers and part of the firm The Taylor Reach Group Inc in Toronto. “A Want to know more about the advantages of having a cloud contact center strategy?

Contact Center 8

Contact Center Contact center software Cloud contact Morale 8

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. The Cloud. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

JANUARY 13, 2022

In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52