UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Unified Platform.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Calabrio

FEBRUARY 7, 2025

Workforce Management The Top 5 Aspect Workforce Alternatives & Competitors Share Delivering exceptional customer experiences is more critical than ever in today’s competitive business landscape. Key Features & Differentiators Market presence: NICE is a market leader with a large global customer base.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Monet Software

MARCH 10, 2021

The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Unified Platform.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Calabrio

FEBRUARY 7, 2025

Workforce Management Top 5 Verint Workforce Management Competitors and Alternatives Share In todays competitive landscape, delivering exceptional customer experiences is paramount to success. Why Look for Verint Alternatives?

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Theres also much work to be done in managing and improving processes the workforce is involved.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

MARCH 25, 2025

Table of Contents: Understanding call center agent performance Essential call center agent metrics and KPIs 10 strategies to improve contact center agent performance Understanding call center agent performance Even in our increasingly AI-driven era, human interactions are still central to the work of contact centers and the value they deliver.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer. Quality Management. The Noble Workforce Optimization Suite. Call Recording. Gamification. Want to learn more?

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Components of Workforce Optimization Workforce optimization for contact centers has many different components.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Calabrio

APRIL 8, 2025

As a result, key customer interactions lose an all-important element: their humanity. Even just before the rapid rise of AI in the contact center, a study found that 59% of all consumers felt companies had lost touch with the human element of customer experience. Today, though, the tide is turning.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

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. Look to leverage robust solutions fully integrated within comprehensive contact center workforce software platforms.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Calabrio

MARCH 7, 2025

Put Agent Engagement at the Core of Your Contact Center Management Strategy Communication is central to a larger point thats worth driving home: engaged agents are more likely to stayand more likely to drive excellent customer experiences. Why make their jobs harder than they need to be?

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Even the most employee-centric contact centers must confront agent burnout occasionally.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Calabrio

MARCH 5, 2025

A higher FCR indicates that a contact center is handling more interactions efficiently and effectively in a single interaction, leading to increased customer satisfaction and reduced operational costs. To calculate FCR: Track all interactions initiated by customers within a given period, such as one month.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. 4 Be specific. To take full advantage, however, agents need specificity.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

NICE inContact

JULY 12, 2016

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Yep, it’s the linchpin of employee engagement, too! But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Fonolo

MAY 7, 2015

The way your agents feel about their job will be hard to hide over the phone; a happy employee will rub off their colleagues as well as your callers, improving both the customer experience and the workplace atmosphere. Be Active in the Customer Experience Community. Average Handle Time. First Call Resolution Rate.

Call Center 126

Call Center Management Contact Center Coaching 126

Playvox

NOVEMBER 18, 2021

For example, if you already use Playvox workforce management software , adding our quality management module is straightforward and quick. Cloud contact center solutions eliminate so much technical complexity. A work from anywhere agent model requires powerful cloud contact center solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center SaaS 52

Verint

NOVEMBER 16, 2017

However, the opportunity exists now more than ever for you to help amplify how automation and AI can drive broader business and workforce optimization at your organization. Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Zoom International

NOVEMBER 20, 2018

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contact center workforce 96

contact center workforce Quality management Engineering Contact Center 96

Verint

FEBRUARY 6, 2017

It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights.

Analytics 36

Analytics Quality management Contact Center Management 36

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. It provides simple interfaces for non-technical users. RingCentral. Cons : Some reports of technical issues.

Contact center software 40

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

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

DECEMBER 13, 2017

Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations?

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

DMG Consulting

APRIL 5, 2017

contact center) and back-office operating areas; it’s also a necessary one for companies that want to deliver an outstanding customer experience: It is designed to ensure departments have the proper number of resources with the right skills at the appropriate time. WFM is an essential tool for front-office (i.e.,

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

SEPTEMBER 8, 2017

One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform.

industry solution 27

industry solution Personalization Customer Experience Customer Service 27

Zoom International

NOVEMBER 7, 2018

We are accustomed to “staying in our lane” and managing to targets that are 100% under our control including customer satisfaction surveys that are solely focused on a specific contact center conversation – rather than the entire customer experience. Raise the profile of the contact center.

Contact Center 40

Contact Center Banking Surveys Metrics 40

Calabrio

MARCH 7, 2025

This prediction process is critical to workforce planning and a cornerstone of effective call workforce center management (WFM). Plus, as well explore below, its accuracy has a direct impact on your ability to deliver exceptional customer experience. Why is accurate call center forecasting so important?

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52