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

Contact Center Pipeline

SEPTEMBER 6, 2016

We’re planning our agent celebrations for Customer Service Week next month. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

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). Contact centers that do so reap the following benefits: 1.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Aspect

AUGUST 14, 2017

Because the customer service industry has such a notorious reputation for turnover, you’ll only be able to provide consistent messaging and reliable support to your customers if all the agents that pass through your doors receive the same ongoing training. But what does this mean for leaders from the contact center space?

Coaching 110

Coaching Contact Center Employee engagement Customer Service 110

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. Schedule regular check-ins with agents.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

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. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When employees are motivated intrinsically, they are more likely to be passionate about their work and go above and beyond to meet their goals.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 31, 2022

Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands. From workforce management to quality management , we strive to deliver the full suite of solutions contact centers need to bring WEM into the digital era.

Contact Center 63

Contact Center industry standards Employee engagement Quality management 63

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. Schedule regular check-ins with agents.

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Specialties like customer service can feel nebulous. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Brad Cleveland Blog

MARCH 5, 2025

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person.

Coaching 26

Coaching Employee engagement Personalization Quality management 26

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers.

CRM 59

CRM Analytics Multichannel Telecommunications 59

NICE inContact

SEPTEMBER 27, 2019

It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management. Increased customer satisfaction.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

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

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. In short, you need a solid employee engagement program. You do this by implementing a full quality management program that ties together QA, coaching, and motivation.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

teleopti

OCTOBER 18, 2019

This information would later be analyzed by managers to assess how staff were performing and what could be improved. What if this could happen in real-time and go one step further to tell the customer service representatives (CSRs) and managers whether a customer interaction is going well or suggest how to improve it in the experience?

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Playvox

DECEMBER 14, 2021

We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. We’re truly honored to have received such high G2 scores from Playvox users.

Contact Center 52

Contact Center Enterprise Employee engagement Quality management 52

Verint

APRIL 14, 2016

Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be?

Quality management 21

Quality management Management Coaching Employee engagement 21

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. The latest analytics tools help contact centre leaders understand the “why” behind the “what” of operations to improve agent and customer experience.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

CSM Magazine

JANUARY 9, 2023

The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Support Operations Manager. Customer Experience Specialist.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Enghouse Interactive

OCTOBER 12, 2021

Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention.

Customer Experience 88

Customer Experience Self service Banking Employee engagement 88

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). The human connection remains essential.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Best practices Analytics 34

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Employee burnout among agents is something that can be addressed by taking steps to better balance work and home.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Verint

AUGUST 31, 2017

Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. CRMXchange Webinar: What Is the Future of Customer Service?

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

CSM Magazine

NOVEMBER 4, 2020

In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives. Omnichannel CX – expectations around omnichannel service have significantly risen during the pandemic.

Self service 52

Self service Analytics Employee engagement Surveys 52