MiaRec

JULY 31, 2023

When deciding on a quality management solution for your contact center, you wonder how you can use MiaRec’s Automated Quality Management (AQM) solutions to get the best ROI. We believe in catering our AQM solutions to your contact center’s specific quality assurance needs.

Quality management 98

Quality management Management Finance Healthcare 98

Balto

MAY 9, 2023

As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough.

Quality management 52

Quality management Contact Center Management Coaching 52

LiveVox

APRIL 4, 2022

The post How Quality Management Can Empower and Engage Your Contact Center Agents appeared first on Livevox. If there is one thing that The Great Resignation has made clear, it’s that frontline employees want more control over their work and the impact that their jobs have on their professional and personal lives.

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Quality management Contact Center Agent Empowerment Management 88

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. AutoQA improves the efficiency and effectiveness of Quality Assurance efforts by extending visibility across 100% of support interactions.

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Quality management Management Contact Center Benchmark 80

NICE inContact

FEBRUARY 26, 2020

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Quality management 62

Quality management Contact Center Management Best practices 62

Vistio

MARCH 6, 2024

The quality management program within any contact center is where the best service centers in the world consistently raise the bar for themselves. Even so, it is often one of the most overlooked core disciplines in a service environment.

Quality management 52

Quality management Management Contact Center Best practices 52

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. A Quality Management Solution with Muscle.

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Quality management Management Coaching Contact Center 78

Spearline

MARCH 3, 2022

Today’s enterprises face complexities in network and audio quality management requirements. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. Technical issues may have a repeated impact. .

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Quality management Management Telecommunications Enterprise 97

Contact Center Pipeline

JUNE 11, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Contact Center 147

Contact Center Quality management Technology Management 147

LiveVox

JANUARY 4, 2022

WFO in the contact center— what is it, how can it help managers work smarter and not harder, and what are some pointers for implementation? These are all good questions, and definitely, ones being asked by contact center managers feeling the strain of maintaining staffing levels during an unprecedented labor shortage.

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Quality management Contact Center Management 52

MiaRec

DECEMBER 7, 2023

Whether you haven't officially dabbled with Contact Center AI yet or you are a trailblazer, you will have heard different, confusing, and sometimes conflicting things about what Artificial Intelligence (AI) can and cannot do. We see firsthand how difficult it can be to sort through all the hype and noise out there.

Contact Center 104

Contact Center Quality management Analytics Management 104

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

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Contact Center Call Center Gamification Wait times 345

LiveVox

NOVEMBER 6, 2020

What you measure to define success may differ, but the need to manage quality is part of that success. Contact center leaders look to quality management and quality control software like speech analytics, call recording, and the like to […].

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Quality management Contact Center Management Analytics 42

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

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.

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Contact Center Analytics Interactive Voice Response First call resolution 182

NICE inContact

JULY 8, 2020

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

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Quality management Contact Center Management Best practices 62

NICE inContact

MARCH 4, 2020

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program.

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Quality management Contact Center Management Best practices 62

City Communications

FEBRUARY 22, 2019

The contact center is the primary point of contact with customers in the after-sales field, and in some cases, it serves as a point of contact in making before-sales decisions and even making some sales outright. Look into new software that combines tasks and puts the right tool close to hand.

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Quality management Contact Center Management Gamification 61

MiaRec

JANUARY 8, 2024

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the reliance on live agents.

Contact Center 98

Contact Center Marketing Quality management Management 98

CX Global Media

FEBRUARY 28, 2019

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. Al, how do you help folks get over the hump?

Contact Center 250

Contact Center Coaching Call Center Technology 250

Injixo

JULY 24, 2024

A call center is a data-rich environment. Compared to many other business functions, contact centers have an embarrassment of readily accessible data that can be used to measure performance. It’s important to avoid the trap of thinking “If you can measure it, you should manage it”.

Contact Center 52

Contact Center Quality management Call Center Management 52

Injixo

JULY 24, 2024

A call center is a data-rich environment. Compared to many other business functions, contact centers have an embarrassment of readily accessible data that can be used to measure performance. It’s important to avoid the trap of thinking “If you can measure it, you should manage it”.

Contact Center 52

Contact Center Quality management Call Center Management 52

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

8x8

SEPTEMBER 18, 2017

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. This is especially important in the contact center, which traditionally has some of the highest levels of employee turnover.

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Quality management Contact Center Management Coaching 48

MiaRec

NOVEMBER 26, 2023

CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. To view the the full interview, please watch the video below:

Contact Center 89

Contact Center Quality management Customer Experience Management 89

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Spearline

FEBRUARY 7, 2020

Today’s enterprises face a complex network of management requirements, as real-time voice and data, and asynchronous applications compete for valuable network resources. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided.

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Quality management Management Telecommunications Enterprise 92

Monet Software

OCTOBER 4, 2018

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

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Quality management Contact Center Management Marketing 48

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes?

Quality management 71

Quality management Analytics Management Contact Center 71

Monet Software

DECEMBER 14, 2018

At the contact center, this is a chance to focus on priorities, and think about better ways to serve your customers. “A A renewed focus on quality management” should be on a lot of resolution lists this year. Find out more about Monet Quality. Check out a demo of Monet Quality Management in action.

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Quality management Management Contact Center Best practices 59

Cisco - Contact Center

AUGUST 18, 2020

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Welcome to Our Monthly Feature Update Blog Series.

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Contact Center contact center solutions Analytics Entertainment 127