Calabrio

MARCH 4, 2025

In fact, when people use the term omnichannel contact center they may actually be referring to the software thats enabling their omnichannel capabilities. Omnichannel contact center software is the engine that powers this unified view. Reporting and Analytics: Its all about visibility.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Serenova

MAY 1, 2020

Serenova’s CxEngage contact center solution aggregates data, giving supervisors the complete picture of customer interactions. Quality management tools can provide much-needed efficiency. CxEngage Quality Management records agent interactions and measures them against a defined set of criteria.

Morale 98

Morale Coaching Contact Center Quality management 98

Playvox

DECEMBER 13, 2022

If an agent is taking unscheduled breaks to avoid interactions, it should show in adherence metrics , depending on how your activities are mapped in your contact center solution. Related Article: What is Workforce Engagement Management? Why an Agent Might Be Avoiding Interactions. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. Likewise AI can help cut the time contact center agents spend helping and responding to customer concerns and inquiries, getting to resolution faster.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Why do metrics matter? Do your metrics provide answers to these questions? How do you know? ​​How

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 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

Playvox

APRIL 21, 2023

Related Article: 5 Must-Haves for Growing Companies Looking to Create an Omnichannel Support Center Evolving Roles In The Contact Center In a digital customer service center, workforce managers, quality management analysts, and even CX leaders will find that their roles are changing — for the better.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. Investment protection by leveraging existing legacy infrastructure. Accelerating Digital Transformation. How can you make it happen?

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Calabrio

MARCH 25, 2025

Customer feedback management and automation tools This category includes tools that streamline the collection and management of customer feedback. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES. Real-time customer feedback tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Calabrio

FEBRUARY 25, 2025

A contact center platform will help manage and enable direct customer communications across channels. A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Customer-first Support. Global Scalability.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? It’s a win-win.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Tethr

NOVEMBER 15, 2021

Looking for peerless AI-powered personalization in the contact center? Their team takes a slightly different approach to customer experience metrics in the call center, with tools that serve small businesses, mid-size businesses, and enterprise customers alike. Look no further than Genesys.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

NICE inContact

JULY 10, 2018

Optimization of the workforce is about people, processes and performance, along with the technology that ties together human behaviors with operational metrics. For the best results, look for a cloud contact center solution with in-built workforce optimization. Focus on quality management.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

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. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

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. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

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. Effective coaching can help maximize employee potential and significantly improve contact center effectiveness.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Playvox

JANUARY 13, 2022

The right solutions can help organizations successfully adapt to new and existing contact center trends. Cloud-based contact center solutions can reach every employee no matter where they are, which supports a hybrid work model.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

NobelBiz

JUNE 4, 2024

Trust NobelBiz OMNI+ for a superior contact center solution. Reporting and Analytics Robust reporting and analytics features are essential for monitoring call center performance, identifying trends, and making data-driven decisions to improve service quality.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

8x8

DECEMBER 3, 2018

Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills. Step 3: Get Executive Buy-In. Evaluate how current technologies can support your business goals.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

APRIL 4, 2023

A performance management solution with a configurable dashboard will help you keep a close eye on the metrics that reveal potential burnout. A coaching solution that automatically delivers lessons on improving service can help show agents the best practices they need to develop strong emotional regulation skills.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. You do this by implementing a full quality management program that ties together QA, coaching, and motivation. Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Enghouse Interactive

OCTOBER 21, 2020

With so many areas where Augmented Conversations (enabled by AI) can help, Steve stated that he’s often asked by Contact Center managers what to do and how best to do it.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Playvox

FEBRUARY 1, 2024

Sentiment is a great metric to use as directional data to make people and process improvements that will help create stronger experiences. But there are proven methods for success. That said, it’s important to remember that sentiment analysis is measuring opinions, and the root cause for opinions does vary.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Serenova

JUNE 20, 2019

Solution: A complete workforce engagement suite , including Workforce Optimization, to improve agent performance and customer experience; Workforce Management for agent scheduling and forecasting; and Quality Management for recording and evaluating interactions can positively impact customer and agent retention and satisfaction.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

NobelBiz

AUGUST 3, 2021

On the other hand, if supervisors or quality managers are spending hours identifying calls to coach, a decent speech analytics solution will save you time and enhance performance. But, with so many indicators available, how do you choose the right ones for your contact center?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

FEBRUARY 18, 2021

Integrating UC and CC increases internal operational efficiency by ensuring communications flows are smooth, quick, and consistent within the contact center and across departments, along with providing relevant performance metrics. Make life simple for everyone. To summarize: 1.

Contact Center 56

Contact Center Analytics Self service Metrics 56

Enghouse Interactive

FEBRUARY 9, 2021

They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Serenova

JUNE 6, 2019

While the benefits of at-home agents to a contact center are measurable, managing, training and engaging remote workers has unique challenges. Quality management solutions allow you to monitor agent interactions with customers wherever they are. Here too, according to the panel, technology can help.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40