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.

Quality management 75

Quality management Contact Center Management Best practices 75

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. I look forward to my weekly coaching sessions because it shows that my supervisor really cares about my success.

Quality management 61

Quality management Management Coaching Calibration 61

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

Myra Golden Media

JULY 16, 2019

If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. . Monitoring Sans Coaching. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training.

Calibration 153

Calibration Contact Center Coaching Construction 153

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement.

Coaching 64

Coaching Gamification Employee engagement Morale 64

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

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations. The post What is Quality Management Analytics?

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Quality management Analytics Management Coaching 55

Contact Center Pipeline

DECEMBER 30, 2022

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel approach and navigating the challenges of recruiting, training, and retaining the best agents.

Customer Experience 54

Customer Experience Quality management Self service Coaching 54

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. Call center staff need to remember what to do in such situations as learned through training. Rex Freiberger. rexfreiberger. Bre Swanson.

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

Monet Software

JANUARY 15, 2019

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. You Must Be Clear On What “Quality” Means. “We We need to do a better job” is not quality management. “We

Quality management 54

Quality management Management Scripts Contact Center 54

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.

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Quality management Contact Center Management Coaching 52

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. Uncover actionable insights: AI illuminates trends and patterns in customer interactions, enabling data-driven decisions for process optimization and agent training.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. 3 Ways to Use Speech Analytics to Improve Your Call Center Coaching.

Coaching 67

Coaching Call Center Analytics Quality management 67

Customer Service Life

AUGUST 28, 2019

A simpler form means we can evaluate more interactions and spend more time coaching our agents. Create a quality definitions guide. This analysis is invaluable to pinpointing the areas where individuals and the team as a whole excel and where they require focused coaching and training.

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Quality management Calibration Management Coaching 69

Calabrio

MARCH 31, 2025

This instant support enables agents to navigate complex issues smoothly, delivering personalized solutions faster while supporting compliance and reinforcing prior training and feedback. GenAI-driven speech analytics and sentiment analysis can pinpoint turning points in conversations to fuel more targeted, effective training.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

8x8

SEPTEMBER 18, 2017

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. Whether training new employees or developing existing ones, it is helpful to use the SAFE method when coaching them. A sk for input.

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Quality management Contact Center Management Coaching 48

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. The objective is to measure agent performance, and initiate changes in training or procedures as needed to boost customer service.

Quality management 48

Quality management Management Upselling Contact Center 48

Calabrio

MARCH 7, 2025

High turnover at contact centers poses a significant challenge for workforce management, training, and maintaining service consistency. Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Equip and engage agents from day one.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

NICE inContact

JUNE 5, 2019

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? This is where an effective coach comes in.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

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Quality management Call Center Management Calibration 52

DMG Consulting

NOVEMBER 6, 2024

Automated quality management (AQM) – conversation analytics enables organizations to automatically review up to 100% of their voice and digital customer interactions, up significantly from the 1% – 3% typically evaluated in a contact center’s manual QM program, and at a considerable cost savings.

Analytics 48

Analytics Coaching Employee engagement Quality management 48

Babelforce

NOVEMBER 3, 2021

Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. It is important to differentiate between call center coaching and agents’ performance reviews. 4 Tips for successful call center coaching.

Coaching 52

Coaching Call Center Feedback Quality management 52

Calabrio

OCTOBER 4, 2024

Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success. Contact centers are at the heart of this challenge.

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Quality management Management Analytics Contact Center 52

CX Accelerator

JANUARY 10, 2018

It could be to receive a new type of training, own a cross-functional project with another department, or to read a personal development book you’ve selected for them. 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

Monet Software

JULY 4, 2018

Do you have a quality management (QM) program? Call Scoring This is perhaps the most critical aspect of quality management, so it is best decided with the participation of as many employees as possible. Training If training consists of the same procedures every week or month, agents will tune it out.

Quality management 48

Quality management Management Coaching Contact Center 48

Calabrio

MARCH 31, 2025

Enhanced service delivery and CX: Used in onboarding, training, and customer interactions, gamification can help drive elevated contact center customer experiences. 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.

Gamification 52

Gamification Contact Center Call Center Metrics 52

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Analytics 115

Analytics Enterprise Quality management Coaching 115

Outsource Consultants

FEBRUARY 27, 2025

This shift is driven by cutting-edge technology, comprehensive training programs, and innovative quality control methodologies. How Indian Call Centers Leverage Technology for Quality Assurance Indian call centers stand at the forefront of technological innovation, revolutionizing quality assurance practices.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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. Set thresholds to alert you to coaching opportunities. I know, I know.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live monitoring from your supervisors and/or your QA areas is like in-game coaching. Live Calls help you Win the Game Today.

Quality management 52

Quality management Call Center Management Coaching 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

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In the same way that training employees requires analysis of their performance, the training program itself needs to be assessed.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In the same way that training employees requires analysis of their performance, the training program itself needs to be assessed.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In the same way that training employees requires analysis of their performance, the training program itself needs to be assessed.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Monet Software

DECEMBER 14, 2018

The college and pro football regular seasons are wrapping up, and every year that means one thing – some coaches will be out of a job. Coaching is important, whether you run a football team or a contact center. And if you’re not getting the most out of your coaching efforts, it will impact customer service. Beyond the basics.

Coaching 48

Coaching Average Handle Time First call resolution Quality management 48