Coaching Quality management Upselling 
Calabrio
FEBRUARY 14, 2025
Here are your eight top tips to help your contact center optimize cost and quality. These solutions also track agent performance, allowing managers to fine-tune processes and identify training opportunities. Ready to optimize your cost-quality balance?
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. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?
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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.
Outsource Consultants
JANUARY 24, 2025
For example, if a customer mentions a product, the system can instantly provide the agent with relevant information or upsell opportunities. How to Implement Effective Quality Monitoring Set Clear and Measurable Standards Establishing specific, measurable, and achievable quality standards is crucial. .”
Playvox
AUGUST 25, 2021
More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world, customer experience centers have become the heart of modern businesses. ENJOYING THIS ARTICLE? Sign up for our newsletter.
DMG Consulting
AUGUST 26, 2024
This applies to historical and real-time conversation analytics as well as related applications built on its technology, including transcription, analytics-enabled quality management (AQM), real-time guidance (RTG), next best action, real-time coaching, automated post-interaction summarization, and more.
Balto
JANUARY 24, 2025
From supervisors seeking better coaching tools to executives driving strategic decisions, Balto provides tailored value to meet unique challenges. Heres how: Supervisors: Real-Time Coaching at Scale Supervisors face the challenge of monitoring numerous agents while ensuring consistency and compliance.
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