NICE inContact

JANUARY 30, 2018

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery. The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Playvox

JUNE 28, 2022

Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. Workforce management software in the contact center provides automated agent scheduling and forecasting, along with other features such as long-term planning and real-time visibility. The Connection Between Agent Experience And Omnichannel Success.

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

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

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.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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

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

Playvox

FEBRUARY 1, 2024

You’ll probably find that’s the case in your contact center. Read our ebook, Celebrating Success In The Contact Center: Top Tips For Engaging And Motivating Agents to learn more. Effectively engaging and motivating agents is a good first step in boosting positive sentiment.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

MARCH 12, 2023

Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5. Reduce Turnover High turnover rates can be a significant challenge for any contact center.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. Here are some tips for monitoring your call center quality: Call recording Call recording software is quite handy for monitoring contact center agent performance.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Enghouse Interactive

JULY 27, 2020

The net benefit will be an increased ability to deliver better First Call Resolution (FCR) percentages through instantaneous access to the right experts and resources, now all accessible ‘at their finger-tips’ Drive Customer Engagement and Satisfaction Through Better Collaboration.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Global Response

MARCH 1, 2022

An important advanced call center KPIs involves the quality of an agent’s assistance and etiquette during a call. The more quality factors present in a call, the higher the score will be—and the more satisfied customers will be with their service. How to use CSAT to improve call center experience.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Serenova

MAY 29, 2020

Here are four tips to get started: Address long hold times. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Smart Quality Management. To get QM right, follow these tips: Establish a framework for success.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

Here are four tips to get started: Address long hold times. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Smart Quality Management. To get QM right, follow these tips: Establish a framework for success.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84