Coaching contact center solutions eBook 
Cisco - Contact Center
SEPTEMBER 17, 2020
Webex Contact Center now supports stereo recording for agent-customer conversations, making it possible to clearly distinguish who is speaking and apply sophisticated voice analytics for customer sentiment detection and agent coaching, to improve customer experiences. We’d love to hear what you think.
Monet Software
MARCH 26, 2020
We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? Download the eBook for more questions you need to answer for a successful cloud move. Not all parts of your contact center solutions need to be outsourced.
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Playvox
OCTOBER 12, 2022
Related Article: Best Contact Center Games to Play Remotely. When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Virtual classroom sessions are helpful for remote contact center teams and efficient for your organization.
Noble Systems
JUNE 2, 2020
Monitor interactions in real time to provide on-the-spot coaching and improve performance. Gain Greater Visibility of Activities – Easily access data to make strategic decisions that impact your contact center operations as well as marketing, sales and service delivery. Each has its advantages. Want to Learn More?
Playvox
FEBRUARY 13, 2023
While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But your service center can’t afford to tip the scales in the other direction.
Playvox
DECEMBER 13, 2022
If an agent is taking unscheduled breaks to avoid interactions, it should show in adherence metrics , depending on how your activities are mapped in your contact center solution. Review adherence. Why an Agent Might Be Avoiding Interactions.
Playvox
JANUARY 25, 2024
Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).
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