Calabrio

MARCH 25, 2025

Engaged agents are more likely to deliver exceptional customer service, leading to improved CSAT and FCR. Support Feedback and Coaching with AI and Automation Elevate agent performance by implementing automated quality management tools that enable the evaluation of 100% of interactions across all channels.

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. Workforce Management. Voice of The Customer. Quality Management. The Noble Workforce Optimization Suite. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Why make their jobs harder than they need to be?

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Calabrio

MARCH 5, 2025

First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Analytics What is First Call Resolution? Why is First Call Resolution Important?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

FEBRUARY 25, 2025

The Benefits of a Customer Experience Platform Even though they might ultimately do so in various ways, CX management platforms can play a critical role for todays businesses, delivering an array of important benefits in customer service, marketing, sales, and beyond.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Calabrio

OCTOBER 30, 2018

Calabrio News Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises Share Complexity in the contact center impacts the bottom line. New suite-wide platform and quality management enhancements ease administration of users and systems by reducing the burden on IT and contact center staff.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

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. Specialties like customer service can feel nebulous. Yep, it’s the linchpin of employee engagement, too!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. Handpicked related content for you: Top Customer Service Blogs to Read in 2020. You don’t operate in a vacuum.

Call Center 126

Call Center Management Contact Center Coaching 126

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

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. Choosing the right contact center software is essential for success.

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

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

Verint

DECEMBER 13, 2017

Your agents have a significant impact on your customer experiences, so it is important to be able to identify deficiencies so that you can target specific agent skills for improvement. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

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