ShepHyken

DECEMBER 25, 2018

Cost-Effective Customer Support in an On-Demand Society. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. The Gig Economy.

Contact Center 217

Contact Center Quality management Consulting Consulting 217

CCNG

SEPTEMBER 29, 2020

So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? Jaedeanne Shaver is Customer Service Training and Quality Manager at Alcon in Fort Worth Texas. She recently shared one of the keys to success to help with anxiety around the changed work environment.

CCNG 195

CCNG Quality management Customer Support Management 195

Customer Service Life

AUGUST 28, 2019

If our agents can be successful in those four things, the result should be a great customer interaction. Wow, that looks like a great foundation for a quality form, doesn’t it? This is a multi-channel customer support operation we’re talking about here. Not so fast.

Quality management 69

Quality management Calibration Management Coaching 69

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Customer Support 64

Customer Support Analytics Quality management Marketing 64

Calabrio

FEBRUARY 14, 2025

Here are your eight top tips to help your contact center optimize cost and quality. These solutions also track agent performance, allowing managers to fine-tune processes and identify training opportunities. Ready to optimize your cost-quality balance?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

TeleDirect

FEBRUARY 3, 2025

Crisis Management: Rapidly deploy additional agents during emergencies, ensuring uninterrupted customer service. Cost Savings Without Compromising Quality Managing an in-house call center comes with significant expenses, including salaries, benefits, office space, and training costs. A: Absolutely.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Calabrio

FEBRUARY 25, 2025

From complex setup and integration processes to concerns about pricing, reporting limitations, and customer support challenges, organizations may find themselves seeking alternatives that better address their workforce management needs. Capterra user The customer support is the worst I’ve ever dealt with.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

ShepHyken

NOVEMBER 28, 2022

He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams. My Comment: Of course, you listen to your customers! Let Your Customers Speak for You by Ajit Narayan. (G2) G2) Advocacy marketing is the process of turning customers into brand advocates.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

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

Calabrio

APRIL 24, 2025

Benefits: Improves self-service containment rates, reduces agent workload for simple/repetitive tasks, offers immediate support anytime, lowers operational costs, and enhances customer convenience. Calabrio’s AI-powered automated quality management analyzes 100% of interactions against your specific, customizable scorecards.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

FEBRUARY 7, 2025

While Aspect Workforce Management software remains a significant player in the space, several common pain points drive organizations to seek alternative solutions. These issues often revolve around usability, support, integration, and overall flexibility.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Fonolo

NOVEMBER 22, 2022

Who Should Take Call Center Management Courses? Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. More on Udemy’s Call/Contact Center Management Course ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

UJET

JULY 21, 2020

A quality management solution will provide a lot of customer service data for both agents and supervisors. Through the use of a quality management platform , supervisors could see what channels an agent is most productive in and make strategic operational adjustments. Agent Metrics.

Feedback 120

Feedback Quality management Metrics Surveys 120

ProProfs Blog

APRIL 21, 2020

In the face of this, getting the right feedback using the right questions becomes immensely important to work towards customer satisfaction. Customer Support Satisfaction Survey Questions. The customer satisfaction survey is important to provide personalized customer experience and measure a customer’s brand loyalty.

Surveys 120

Surveys Customer Support Feedback Advertising 120

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. WFM and QM solutions can help optimize the support organization.

Management 82

Management call center professionals Quality management Feedback 82

Callminer

FEBRUARY 21, 2018

Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria. Others may baulk at the inordinate amount of time or effort to manage the process as well. So, this is a great question to ask when comparing call center monitoring software. Peter Abah.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Serenova

AUGUST 11, 2020

In other instances, company policy doesn’t allow the agent to offer what the customer is requesting. Striking a balance of cool-headedness and assertive customer support is important for those who accept the job. Taking Customer Support Calls. Calling Out for Customer Support. Ability to Learn Fast.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Callminer

NOVEMBER 18, 2020

Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Voice of the Customer, CSAT, NPS and Customer Advisory Boards). Audit work through quality management programs that reflect the optimal customer experience. Be non-communicative with the customers.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Calabrio

MARCH 25, 2025

When Chatbot QA Isn’t Prioritized, Quality Suffers To avoid these potential pitfalls and ensure customer satisfaction, its critical to maintain quality checks for your chatbot as part of your wider contact center quality management program.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. WFM and QM solutions can help optimize the support organization.

Management 72

Management call center professionals Quality management Feedback 72

Hodusoft

JUNE 17, 2021

Customer support. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Value for money. Functionality . Likelihood to recommend. Multimedia contact centers will need a full contact center suite. .

Marketing 98

Marketing Contact Center Telecommunications voip 98

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ProProfs Blog

MAY 1, 2020

Now, to authentically engage with your customers, you have to offer a highly well-defined, expertly-curated, and personalized customer support system which is a hybrid of automation, technology, and well-trained skill set. . Is your current customer support team working in the right direction? Expert lectures.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. But does it have to?

Quality management 69

Quality management Coaching Contact Center Best practices 69

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Calabrio

MARCH 25, 2025

Evaluate 100% of interactions with automated quality management tools. This includes a range of VOC capabilities, including customer feedback and survey management, real-time guidance tools, agent behavioral analysis. Quality management and performance optimization tools. Real-time customer feedback tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Playvox

SEPTEMBER 6, 2022

In fact, it predicts that by 2024, 30% of organizations will have moved their customer support centers’ operations off-premises. To drive customer support agent satisfaction and improve customer experience, managers must focus on optimizing remote contact center agent engagement now. Communicate.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Talkdesk

NOVEMBER 25, 2020

This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording. Enterprise collaboration solutions that extend customer support beyond the walls of the contact center enabling access to subject matter experts across the company.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Calabrio

FEBRUARY 25, 2025

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

OctopusTech

NOVEMBER 7, 2020

This ensures to deliver the best customer support services. This leads to customer satisfaction. ISO Certified BPO firms use best practices ensuring quality management as well as data security. It helps in providing a secure payment environment to the customer. Best Practices.

Management 62

Management outsourcing Business Process Outsourcing Best practices 62

Playvox

FEBRUARY 27, 2023

Putting the customer at the center of decision making and operational improvements, CX leaders across the customer service industry are connecting their CRM with their workforce management systems more frequently to enable a 360 degree view of their business and their day-to-day operations.

Management 75

Management Schedule adherence Contact Center Coaching 75