Remove contact center workforce Remove Metrics Remove Quality management
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How Automated Quality Management is Revolutionizing Agent & Customer Experience

Calabrio

Customer Experience Contact Center AI How Automated Quality Management is Revolutionizing Agent & Customer Experience Jump ahead What is Automated Quality Management? Businesses need a smarter, faster, and more comprehensive way to ensure quality and drive rapid improvement.

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How a Workforce Engagement Solution Benefits Remote Customer Support

UJET

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. The segmentation of tools leads to silos.

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How to Measure, Evaluate, and Improve Call Center Agent Performance

Calabrio

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. In order to improve it, contact centers must be able to measure it.

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How a Workforce Engagement Solution Benefits Remote Customer Support

UJET

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. The segmentation of tools leads to silos.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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The Top 5 Aspect Workforce Alternatives & Competitors

Calabrio

The 5 Best Aspect Workforce Alternatives All told, Aspect Workforces most common issues add up to customer satisfaction metrics that lag significantly behind its competitors, according to recent reports. Who are those top Aspect Workforce competitors? Dig into the best of rest below.

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Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance

Calabrio

Points: Agents accumulate points for achieving specific metrics, such as call resolution time or customer satisfaction scores. Progressive organizational culture: Adding an element of fun as well as an increased focus on support and improvement can help build a thriving call center culture. An added bonus?