Calabrio

FEBRUARY 26, 2025

Real-Time Feedback & Coaching for Continuous Improvement Employees who receive regular, meaningful feedback are more likely to stay motivated and aligned with company goals. Career Growth & Recognition Programs to Drive Engagement Lack of career progression is one of the biggest drivers of attrition.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Calabrio

APRIL 11, 2025

In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities. Building Rapport: Teaching techniques to create a connection with the customer, making the interaction feel more personal and supportive.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Why it matters: CSAT directly reflects customer perception of service quality, providing valuable insights for agent coaching and process improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 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

Customer Service Life

AUGUST 28, 2019

I prefer the term connection when talking about our ability to personalize the interaction appropriately for each customer. A simpler form means we can evaluate more interactions and spend more time coaching our agents. Create a quality definitions guide. Customer Connection.

Quality management 69

Quality management Calibration Management Coaching 69

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52

Callminer

NOVEMBER 18, 2020

You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. Audit work through quality management programs that reflect the optimal customer experience. Even worse than this has to be making a personal insult, even if it is delivered in a calm tone. Next, it’s just terrible manners.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Calabrio

JANUARY 17, 2025

Quality Assurance: Ensuring service consistency and identifying areas for improvement. Training and Development: Coaching new hires and supporting existing employees in refining their skills. Workforce Management: Planning and optimizing staffing levels for peak efficiency.

Contact Center 52

Contact Center Coaching Construction Analytics 52

NICE inContact

JUNE 5, 2019

Personally, I would think “Ok, my levels are high. 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?

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Calabrio

MARCH 31, 2025

And as all the buzz has come with promises of unprecedented personalization and operational efficiency, its worth taking a closer look at the most impactful contact center use cases for generative AI and what organizations can do to make the best use of this game-changing tech in 2025 and beyond.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CX Accelerator

JANUARY 10, 2018

Hopefully, you’ve just done a round of performance reviews (see The Three C’s For Meaningful Performance Reviews ) and have a good idea of how each person would like to develop career-wise. One of the agent's performance goals should encapsulate the next reasonable step down this path. Share it in the comments below!

Customer Service 159

Customer Service Coaching Self service Quality management 159

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development. How do you make coaching conversations more effective?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Brad Cleveland Blog

MARCH 5, 2025

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person.

Coaching 26

Coaching Employee engagement Personalization Quality management 26

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. It directly impacts: Customer Satisfaction and Loyalty: By ensuring consistent, high-quality interactions, QA drives customer satisfaction and fosters long-term loyalty.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Serenova

MAY 1, 2020

Remote work environments can make performance monitoring, coaching and feedback challenging because the natural, ongoing interactions between supervisors and agents are missing. While supervisors should devote time to personally connect with agents, the time pressures caused by increased call volume due to the pandemic leaves little time.

Morale 98

Morale Coaching Contact Center Quality management 98

SharpenCX

NOVEMBER 10, 2020

Then, put the performance data to work in your coaching and training plans. Coach your agents frequently and make it a priority to check in with them daily. Read Next] Fit coaching into your daily workflow with Sharpen’s Quality Management tools. Step #4: Keep the customer journey personal.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Calabrio

MARCH 7, 2025

Poor Work-Life Balance: Inflexible schedules, long hours, and difficulty managing personal life can lead to agent dissatisfaction and attrition. Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Listen to your customers!

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Playvox

MARCH 19, 2024

Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways. AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. AI-infused quality management is enabling leaders to stop problems before they start.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Aspect

AUGUST 26, 2019

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Calabrio

FEBRUARY 25, 2025

This unified view of customer interaction data empowers organizations to better understand consumer behavior, preferences, and needs across touchpointsand it can help facilitate the creation of experiences that are more personalized, more consistent, and more likely to drive positive outcomes.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Calabrio

MARCH 31, 2025

Each contact center needs to tailor its gamification strategies and tactics to the unique goals of the organization and the needs of its quality management program. And supervisors monitor the leaderboard to identify agents who may need more coaching. Different personalities and preferences require tailored strategies.

Gamification 52

Gamification Contact Center Call Center Metrics 52

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. However, the two main components are Quality Management and Workforce Management. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

MARCH 5, 2025

Generate Personalized Recommendations: Based on analyzed data, these solutions can generate personalized recommendations for improving customer interactions. This includes suggestions for tailored responses, proactive support, and personalized offers. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Good search tools allow the manager to zero in on the specific interactions requiring attention, evaluation and further agent coaching. Call Monitoring. Enforced by FTC.

Quality management 40

Quality management Management Best practices Coaching 40

Calabrio

MARCH 25, 2025

By mapping the customer journey, organizations can identify friction points, optimize customer experiences, and personalize interactions. Evaluate 100% of interactions with automated quality management tools. Translate insights into more effective agent coaching and training. Online reputation management solutions.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Best practices 69

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. It also lets supervisors assess and take the necessary action to help with training and coaching. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Talkdesk

MAY 11, 2020

We may have people joining our teams who we’ve never met in person. How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88