Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Own the quality of their team. Own the quality of their team. Modify agent behavior through coaching. This week’s question for your employees – Why do you like being coached? WebTV Show Video Archives [link]. Correct undesirable behaviors. Improve communications skills.

Coaching 45

Coaching Calibration Contact Center Call Center 45

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. Today’s tools can translate speech to text in order to find a specific word or phrase in an audio or video stream, enabling “problem interactions” to be quickly located and evaluated.

Quality management 40

Quality management Management Best practices Coaching 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. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define video specifications, and setup as needed. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Enghouse Interactive

SEPTEMBER 20, 2021

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. Metrigy Research: Q3, 2021: UC, Contact Center Integration Drives Business Value.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Brad Cleveland Blog

NOVEMBER 11, 2020

In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and performance standards as opportunities to empower your employees to coach themselves.

Coaching 29

Coaching Customer Service Quality management Contact Center 29

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 5) Continue to evaluate.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Serenova

OCTOBER 24, 2019

When the cashier refused, the manager stepped in. His reaction was caught on video. The video of the enraged response, which involved screaming obscenities and insults, was posted on Facebook and the incident covered by local media. Tom and Tina Olszewski went to a McDonald’s drive-thru with their 9-year-old son.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Calabrio

MARCH 4, 2025

Develop a clear workforce engagement management (WEM) strategy, and leverage the right tools to support them with the data, coaching, and flexibility they need to handle interactions effectively and manage their work-life balance.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 97

Scripts Contact Center Benchmark CRM 97

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

OCTOBER 12, 2022

When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Video conferencing may be the single most important tool for managing remote contact center agents. Related Article: Best Contact Center Games to Play Remotely.

Best practices 76

Best practices Contact Center Management contact center solutions 76

DMG Consulting

MARCH 12, 2018

Quality assurance (QA)/quality management (QM) – interactions, either recorded or live, assessed on an evaluation form and scored against established contact handling criteria. sales, collections, etc.).

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. an agent at a pharmaceutical company, told us she’s a visual learner, so she likes to review new material with self-paced videos followed by instructor-led training.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

OCTOBER 18, 2022

Our study showed that video conferencing software, such as Zoom, was the most common technology (54%) customer support centers chose in the past year, followed by collaboration software such as Slack (27%). Don’t forget to close the coaching loop — younger generations, in particular, appreciate the chance to give feedback of their own.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

MiaRec

JANUARY 15, 2024

AI-Driven Agent Feedback and Coaching : Our AI-powered solutions will not only score calls but also provide invaluable feedback and coaching for agents. Watch Tatiana Polyakova as she reveals "What's New at MiaRec in 2024" in the video below or read the full script of the interview below: And that's just the beginning!

Coaching 52

Coaching Scripts Feedback Contact Center 52

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. Check out these videos. user rating on App Exchange.

Contact Center 10

Contact Center Average Handle Time CRM Healthcare 10

Playvox

SEPTEMBER 30, 2021

You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen. It also lets supervisors assess them and take the necessary action to help with training and coaching. Quality Management.

Gamification 52

Gamification Call Center Contact Center Coaching 52

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Brad Cleveland Blog

MAY 24, 2016

The post Connecting Hiring, Training and Coaching appeared first on Brad Cleveland.

Coaching 26

Coaching Quality management Contact Center Call Center 26

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

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 out of 5 on G2.

call center software 52

call center software Call Center Multichannel Coaching 52

Enghouse Interactive

APRIL 13, 2021

Video… . No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS. Facebook Messenger. and be ready to handle what comes next.

Contact Center 93

Contact Center Morale Technology Self service 93

Enghouse Interactive

OCTOBER 21, 2020

Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues. Highlight compliance issues, deviations, exceptions, and treat them accordingly.

Self service 79

Self service Contact Center Benchmark Chatbots 79

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. Quality management. Performance management tool built around collaboration and coaching.

Analytics 48

Analytics CRM APIs Contact Center 48

Enghouse Interactive

SEPTEMBER 29, 2020

Each engagement must be a positive experience, quick, seamless, and painless, regardless of the channel or channels they choose to use – voice, SMS, video, email, social media, or any combination thereof. . Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. .

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Serenova

OCTOBER 7, 2020

Rather than breathing down their digital necks — as many businesses now seem to be inclined to do — focus instead on day-to-day customer support KPIs for your call center, like interaction quality and customer satisfaction. Video can humanize interactions for agents, as well as customers. Give agents structure and agency.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Brad Cleveland Blog

JULY 14, 2015

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Coaching 26

Coaching Quality management Contact Center Call Center 26

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Metrics 56

Brad Cleveland Blog

MAY 24, 2016

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Coaching 24

Coaching Quality management Contact Center Call Center 24

JustCall

APRIL 5, 2023

Five9 Overview Five9 is a virtual call center with customer engagement functions like voice calls, email, chat, social, SMS, video, and so on. Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Avaya Pricing Plans Essentials Standard Premium Ultimate $22.99/user/month

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

FEBRUARY 5, 2021

Unified communication (UC) tools such as Microsoft Teams, which allow staff to work together closely, communicate through chat, voice or video and share documents provide a platform to recreate the positive side of the office, wherever people are working from. Quality management systems.

Self service 40

Self service Coaching Chatbots Quality management 40

Brad Cleveland Blog

JULY 14, 2015

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Coaching 20

Coaching Quality management Contact Center Call Center 20

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Brad Cleveland Blog

MAY 24, 2016

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Coaching 20

Coaching Quality management Contact Center Call Center 20

Enghouse Interactive

OCTOBER 12, 2021

Focus on Speed, Empathy, Convenience.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89