Serenova

MAY 13, 2020

This is when quality management becomes essential. Quality management is a key contributor to boosting the customer experience because it pinpoints where your team is doing well, as well as areas for improvement. Before recording and analyzing any calls, clearly document the goals of your quality management program.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Uniphore

JULY 1, 2021

There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Increasingly, companies listen to their customers on social media, but what about their employees?”

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Calabrio

MARCH 31, 2025

By streamlining documentation and more, contact center GenAI is not just saving time; its also ensuring data integrity and compliance, allowing your team to focus on what matters most: the customer. Automated Quality Evaluations Ensure consistent quality at scale. Automated Quality Evaluations Ensure consistent quality at scale.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Callminer

FEBRUARY 21, 2018

Failing to take the necessary time to involve input from all areas when developing the business requirement documentation for the software. Others may baulk at the inordinate amount of time or effort to manage the process as well. Mark Rapley. KwicInternet. Mark Rapley is the Director of Operations at KWIC Internet. “If

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Calabrio

APRIL 11, 2025

Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Call Handling Procedures: Standard greetings/closings, call flow guidelines, escalation paths, documentation standards.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Serenova

JULY 21, 2020

CxEngage Video is built atop Lifesize’s industry-leading HD cloud video conferencing service , and crisp, flawless quality is absolutely imperative when handling telehealth, insurance claim or highly technical support calls, for example. Agent Engagement and Analytics Continuity.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

8x8

FEBRUARY 21, 2019

Identify and agree upon overall contact center and business objectives, and document targeted use cases. Your process flow could be: Document the percentage of calls transferred today. This is about determining your objectives in using speech analytics. Brainstorm the business use cases. Whiteboard ideas. Take a Look.

Analytics 85

Analytics Contact Center Metrics Quality management 85

Enghouse Interactive

SEPTEMBER 1, 2020

When using a Knowledge Base, common issues are typically resolved by providing customers or agents with access to the documentation required to resolve their issue – in their preferred format. Proper categorization, indexation and cross-referencing of all documentation can help deflect over 60% of customer support inquiries.

Self service 83

Self service Contact Center Chatbots First call resolution 83

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

Playvox

MARCH 21, 2024

In the case of social media, there are many well-documented and viral examples of an agent providing poor customer service that then leads to a domino effect for the company’s brand. Let’s take a look at six ways a manager or supervisor can positively impact agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

SharpenCX

SEPTEMBER 29, 2021

Most of the day, I was alone, searching aimlessly through old company documents and an outdated Trello board trying to train myself. Remote training is tricky and sometimes impersonal. I remember remotely onboarding and training for a new job a few years ago. It wasn’t effective – I promise.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Serenova

AUGUST 11, 2020

To help agents stay current, contact center leaders must ensure help product and policy documentation is constantly updated and agents know exactly where to find it when needed. CxEngage Quality Management. Companies are constantly changing, so routine call center training is essential for all call center agents.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

DMG Consulting

JULY 5, 2020

And even BC plans that had work-at-home (WAH) guidelines for agents were unlikely to have documented best practices for supervisors or managers who unexpectedly needed to work remotely. . Use virtual and eLearning management software to facilitate the training process. .

Contact Center 84

Contact Center At home agents Analytics Consulting 84

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This blog offers tips on adding or revising calibrations as part of your Quality Management program. Leverage your Quality Standards Definitions Document (QSDD).

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Playvox

NOVEMBER 3, 2021

True quality management involves company leaders and employees identifying improvement opportunities and working together to resolve them. With proactive teamwork enriching the corporate culture, employees require fewer meetings as they accomplish their tasks and use tools to document work progress. Sign up for our newsletter.

Contact Center 103

Contact Center Calibration Construction Morale 103

Enghouse Interactive

SEPTEMBER 20, 2021

Customers: using webchat, voice, document sharing, and even video chat, on an interchangeable basis, ensures customers and agents can communication efficiently and effectively, minimizing wasted time and eliminating confusion. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

NICE inContact

JANUARY 30, 2018

Make sure your solution not only provides integrated voice recording, but consider things like Screen Recording and Quality Management for other channels as well. And your agents will appreciate finding their Workforce Management information displayed right in their agent desktop – no need to toggle screens or switch interface.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. Start by incorporating coaching into your quality management process and see the health of your contact center begin to improve.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Playvox

APRIL 5, 2022

The core of workforce engagement management (WEM) suites are workforce management (WFM) and quality management (QM) solutions. A workforce engagement management suite is commonly implemented by forward-looking contact centers to schedule, coach, train, and engage employees. Is your key challenge forecasting demand?

Contact Center 77

Contact Center Coaching Metrics Gamification 77

Aspect

SEPTEMBER 21, 2018

A locking cabinet or a room that locks is required to secure company documentation. Issue a company computer to manage security and software compliance. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

CSM Magazine

MARCH 16, 2022

In these environments there is a high level of compliance and documentation required. We have just won a big contract for a local authority, and that includes specific documentation that they want us to use. I can create a worksheet in BigChange and provide them with a document that is exactly what they want.”.

Finance 52

Finance Engineering CRM Healthcare 52

Customer Service Life

MAY 15, 2017

What if the customer could take a picture and you could instantly identify their devices and even quickly find the appropriate documentation for them? Their advanced reporting allows customer service leaders and quality managers to see how often certain macros are being used and how often they’re being customized or even completely changed.

Technology 74

Technology Customer Service Contact Center CRM 74

Enghouse Interactive

OCTOBER 12, 2021

Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use chatbots (basic or AI-enabled) to further accelerate the process and only route complex or exceptional issues to highly trained live agents.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

DMG Consulting

MARCH 1, 2019

View this document on the publisher’s website. The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. Thanks to AI and RPA, the WFO Market Surges. By Donna Fluss. percent during this period.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Outsource Consultants

JANUARY 24, 2025

insurance company used AI analytics to modify its Explanation of Benefits (EOB) documents, significantly improving customer understanding and satisfaction. Automated Quality Management Systems Automated systems streamline scoring, generate reports, and recommend targeted coaching sessions, reducing manual workload while improving accuracy.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. View this document on the publisher’s website. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

SharpenCX

JUNE 9, 2021

It’s easy as the manager to get stuck on the details. You’re tracking quality management and KPIs , providing in-line feedback , and managing your employees’ professional development. Have strong internal processes and documentation. Communication is key when you manage a fully remote team. All the things.

Management 67

Management Contact Center Employee engagement Engineering 67

Enghouse Interactive

OCTOBER 13, 2020

A typical example would be to use that extracted insight to interface with an associated knowledge base and then recommend a process, script, or document to help deal with the situation or need at hand.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

MiaRec

OCTOBER 3, 2024

With the volume of customer interactions increasing for contact centers, the need for efficient call documentation has never been greater. Automatic call summaries have emerged as a powerful tool to streamline this process, ensuring that key insights are captured without burdening agents with time-consuming notetaking.

Contact Center 52

Contact Center Quality management Management 52

Enghouse Interactive

JULY 7, 2020

An additional benefit is the easy identification of highly referenced documents, which can ensure their prioritization for timely and consistent updates. Protect Your Experts with Call Recording and Quality Management. Properly configured, a Knowledge Base helps keep agent routed calls to around 40% of all inbound inquiries.

Self service 52

Self service Contact Center CRM Quality management 52

Serenova

JULY 21, 2020

Crisp, flawless quality is absolutely imperative when handling telehealth, insurance claim or highly technical support calls, for example, and CxEngage Video delivers this without the need for specialized equipment. Agent Engagement and Analytics Continuity.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

DMG Consulting

OCTOBER 25, 2017

View this document on the publisher’s website. The challenge is to come up with the right set of KPIs for each contact center constituency – executives, director/vice president, supervisors, agents, quality management (QM) managers, trainers and workforce managers. Contact Center KPIs: Less is More.

Contact Center 48

Contact Center Metrics Enterprise Sales 48