SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Make automation a piece of your quality management strategy. Get the ebook. .

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Playvox

AUGUST 30, 2022

Related eBook: 21 Interview Questions to Help You Hire the Perfect CX Candidate. Support center managers told us they used collaboration and video conferencing software like Slack and Zoom last year to improve communication. On the other hand, managers ranked instructor-led learning as their preferred way for their team to learn.

Contact Center 84

Contact Center Transportation Management Feedback 84

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. However, the two main components are Quality Management and Workforce Management.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Playvox

DECEMBER 13, 2022

It is important to review all applicable data – including telephony reports, reports from your workforce management program, and recordings from your quality management program – if you feel interaction avoidance is taking place. Why an Agent Might Be Avoiding Interactions.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Peter Lavers

JULY 6, 2016

There’s a complex, quality managed, business system behind them. This model joins up all the capabilities required to go to market, manage relationships and organise yourselves from knowledge & insight through strategy, planning, implementation and measurement. It is not Marketing “fluff” and definitely not the IT system!

Customer centricity 100

Customer centricity B2C B2B Best practices 100

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

OCTOBER 12, 2022

But video conferencing is only the start of the technology available to support remote customer service agents and manage remote customer support teams. For optimization, Workforce Management and Quality Management solutions are game changers. Download your copy here.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Comm100

DECEMBER 12, 2017

But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Quality Management Framework. Download Now. Outside-In Thinking.

Customer Experience 60

Customer Experience Quality management Morale Customer centricity 60

SharpenCX

MARCH 25, 2021

Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. And, some modern quality management tools (like Sharpen’s ) even let you search for, then review interactions in a collaborative training module.

Coaching 67

Coaching Call Center Analytics Quality management 67

Playvox

DECEMBER 21, 2022

Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Related eBook: 9 Contact Center Metrics Essential for Success. Related Article: 3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

SEPTEMBER 6, 2022

Contact centers that are struggling with—or just want to finetune—how they manage remote contact center agents, Workforce Management (WFM) and Quality Management solutions can help. Read the complete findings by downloading Playvox’s new ebook, The State Of Remote Work In The Contact Center Industry.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Enghouse Interactive

OCTOBER 27, 2021

Download our Artificial Intelligence eBook Listen. Once that insight has been extracted, validated, and refined (remember, speed is important here as customer expectations change quickly) it must be acted on when it matters most… when the customer expects it to be. Therefore, organizations must act with clear objectives and commitment.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Quality Management . In fact, putting these solutions together helps create a complete, comprehensive view of your customer: a customer 360.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

Noble Systems

MAY 20, 2021

Instead of needing a live QA agent to listen to and score a call recording, you can use speech analytics to score 100% of your calls, and at a much lower cost, to really impact your quality. Ebook: Learn From Every Customer Conversation.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Playvox

AUGUST 15, 2022

If you’re struggling to manage your remote workforce, also consider implementing workforce management and/or quality management solutions. Both managers and agents agree communication is key to helping agents feel like part of a team and improve engagement.

Contact Center 77

Contact Center Gamification Surveys Management 77

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. Improving the Project.

Customer Experience 133

Customer Experience Metrics Morale Feedback 133

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

FEBRUARY 1, 2024

Read our ebook, Celebrating Success In The Contact Center: Top Tips For Engaging And Motivating Agents to learn more. McKinsey found that happy, engaged agents are three times more likely to feel capable of delivering exceptional service. You’ll probably find that’s the case in your contact center.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Playvox

NOVEMBER 18, 2021

For example, if you already use Playvox workforce management software , adding our quality management module is straightforward and quick. Learn more by reading our eBook, “ Considering a Hybrid Contact Center Workforce? Easily integrate with other solutions. Notice how we keep using the word “easily”?

contact center solutions 52

contact center solutions Cloud contact Contact Center SaaS 52

Playvox

JUNE 22, 2023

Download our eBook Overlooked KPIs That Make a Difference in Your Contact Center and schedule a demo of Playvox’s robust workforce management solution. Want to learn more about key call center efficiency metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52