NICE inContact

JUNE 17, 2019

Studies show I am not alone in this preference. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites.

Quality management 54

Quality management Analytics Customer Experience Management 54

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

Calabrio

APRIL 8, 2025

Even just before the rapid rise of AI in the contact center, a study found that 59% of all consumers felt companies had lost touch with the human element of customer experience. Integrating agent sentiment insights into your engagement and overall quality management program promotes agent well-being and improves service delivery consistency.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

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

Callminer

NOVEMBER 18, 2020

A study from 2014 found that most people were not willing to stay on hold for longer than 13 minutes. Audit work through quality management programs that reflect the optimal customer experience. We all know that long wait times are bad news for business, but sometimes the wait is inevitable.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. 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

Calabrio

MARCH 7, 2025

However, one study found that, in 2022, the average turnover rate reached as high as 38%. Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Then follow up on broader trends and ongoing issues with more in-depth coaching sessions.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

Coaching 49

Coaching Contact Center Construction Gamification 49

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

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.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study. Work-life imbalance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. Having even a small QM team sends a message—quality is of utmost importance here. All of this takes expertise.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Playvox

MARCH 12, 2024

Instead, share insights on performance through a comprehensive quality management program where you help your agents see how they can improve their customer interactions. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

CSM Magazine

MARCH 13, 2022

Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author. Steve Joyner is VP UK&I at Avaya.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Why Agents (and Contact Center Management) Value Remote Work.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. In our study, communication was a hot topic among agents. Performance And Quality Management. Communication.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Outsource Consultants

JANUARY 24, 2025

Studies show that 70% of agents improve call resolution rates when KPIs are clearly defined. Provide Consistent Feedback and Coaching Timely feedback accelerates agent development. Use a structured coaching approach, such as: Highlighting two strengths. Identifying one area for improvement. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Enghouse Interactive

SEPTEMBER 20, 2021

A recent Metrigy* Research study found that 62.8% Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

SharpenCX

OCTOBER 22, 2019

On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. The study showed teams who worked towards a clear, shared set of service KPIs were more engaged and productive at work. Head to Your Call Center Manager Playbook. Real-Time Support Dashboard.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. A WEM suite commonly includes WFM and quality management as cornerstones, while also offering an array of add-on solutions to close the agent performance loop.

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Outsource Consultants

FEBRUARY 27, 2025

A study by Aberdeen Group found that companies with strong omnichannel engagement retain 89% of customers. This integration allows for consistent messaging and service quality across all touchpoints, enhancing the overall customer experience. What role does AI play in call center quality assurance?

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Playvox

JANUARY 24, 2022

In fact, a myriad of industry studies demonstrate businesses that improve their CX enjoy: Increased customer retention Higher average customer spend Increased customer lifetime value Improved customer loyalty. Related Article: How Quality Management Can Help Improve Your Customer Experience. What are Customer Experience Metrics?

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

NICE inContact

JULY 25, 2019

5) Provide Coaching. A study conducted by Deloitte notes that millennials who plan to stay with their employer for more than five years were twice as likely to have a mentor. Offering a mentor or coach is crucial to keeping your agents around. and quality management products. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

Monet Software

MAY 29, 2018

Homework Content Prepare materials that the agent-in-training can take home to study. It also gives you an actual call that can now be reviewed and scored using the quality management techniques already in place at your contact center. Do you have any coaching techniques that have worked at your call center?

Coaching 48

Coaching Quality management Scripts Contact Center 48

Serenova

JUNE 11, 2019

Workforce management tools can help contact centers deliver these kinds of benefits by optimizing staffing and increasing forecast accuracy so you always have the right number of agents available to meet service levels while improving agent engagement and satisfaction. Connect Performance Management to Purpose.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

CSM Magazine

OCTOBER 10, 2023

The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide. Understand that the problem is not empathy in itself but how it is coached. It’s important to strike the balance between speed and personalised service delivery.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

NICE inContact

NOVEMBER 8, 2019

CXone Agent for Salesforce extends the Salesforce Sales or Service Console with embedded workforce management software including schedules, shift activities, as well as quality evaluation information and assigned coaching packets. user rating on App Exchange. Agent for Salesforce is also on the Salesforce AppExchange here.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Playvox

SEPTEMBER 30, 2021

Incorporating gamification into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods. It also lets supervisors assess them and take the necessary action to help with training and coaching. According to a McKinsey study , engaged contact center employees are 8.5

Gamification 52

Gamification Call Center Contact Center Coaching 52

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Symbal AI-powered call insights & coaching Custom pricing 4.4 Read the full case study here.

call center software 52

call center software Call Center Multichannel Coaching 52

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Balto

JANUARY 3, 2025

Live call center monitoring tools for agents & managers The Evolution of Call Center Monitoring In the ever-demanding world of call center operations, the stakes have never been higher. Modern platforms provide real-time guidance , allowing agents to receive in-the-moment coaching while maintaining compliance and efficiency.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52