Coaching Customer Care Quality management 
Playvox
NOVEMBER 16, 2021
In 2019, the lifestyle brand had 12 customer care agents. The challenge of hiring and training more than 100 remote employees, as well as the operational considerations stemming from increased product demand, meant it wasn’t feasible for contact center leaders to spend hours conducting manual agent quality assessments.
NICE inContact
JANUARY 11, 2019
The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
MARCH 5, 2024
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. Artificial intelligence (AI) can play a part.
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.
Calabrio
MARCH 5, 2025
Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?
Playvox
MARCH 19, 2024
According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. But it goes beyond enabling automation.
Hodusoft
JUNE 17, 2021
Companies now view the call centers as an opportunity to provide strategic, experience-oriented customer care. Organizations that understand this plural nature, stay agile, and create a consistently positive customer experience will prosper and move forward. . Multimedia contact centers will need a full contact center suite. .
Expert insights. Personalized for you.
78 
Let's personalize your content