Call center quality assurance checklist: 7 essentials
Tethr
FEBRUARY 14, 2024
Add these 7 high-impact metrics to your call center quality assurance checklist to improve agent performance and the customer experience.
Tethr
FEBRUARY 14, 2024
Add these 7 high-impact metrics to your call center quality assurance checklist to improve agent performance and the customer experience.
CustomerServ
FEBRUARY 14, 2024
Discover key insights on call center agent engagement in the booming BPO industry. Our global study offers valuable feedback for enhancing the agent experience.
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CCNG
FEBRUARY 14, 2024
Customers want service when they want it, the way they want it, and in the channel that works for them. In response, contact centers have been forced to evolve operationally. Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. The question is, have our contact centers kept up with this knowledge evolution?
AWS Machine Learning
FEBRUARY 14, 2024
With the advent of generative AI solutions, organizations are finding different ways to apply these technologies to gain edge over their competitors. Intelligent applications, powered by advanced foundation models (FMs) trained on huge datasets, can now understand natural language, interpret meaning and intent, and generate contextually relevant and human-like responses.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
MiaRec
FEBRUARY 14, 2024
Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
IdeasUnlimited
FEBRUARY 14, 2024
In the dynamic and ever-evolving digital landscape, the online presence of a business has become a cornerstone of success. The internet serves as a vast marketplace where consumers explore, engage, and make informed decisions about products and services. From the rise of e-commerce to the influence of social media, the digital realm has transformed how businesses connect with their audience.
Cisco - Contact Center
FEBRUARY 14, 2024
Cisco Live EMEA 2024 is now in the books—what an incredible four days! The atmosphere was alive with the anticipation of the innovation and opportunity that lies ahead of us.
Bill Quiseng
FEBRUARY 14, 2024
From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. On this special day, I wish each of you the very best, but I already know you’re one of the very best. So, I wish you GREAT happiness, kindness, enthusiasm, and success. Today, let’s appreciate each other and show our love for all business professionals.
Lumoa
FEBRUARY 14, 2024
The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Cyara
FEBRUARY 14, 2024
Imagine this: you’re sitting at your computer, trying to contact support for a technical issue and you’re met with a bot. You roll your eyes, here we go… let’s see if this bot understands my request… lets see if this bot can even connect me with an agent. But not only does this bot understand your request, it seems to understand you on a deeper level, you feel like you are talking with a human support agent, or even chatting with a friend.
Cisco - Contact Center
FEBRUARY 14, 2024
In the evolving landscape of technology, businesses are navigating through an increasingly complex environment.
BlueOcean
FEBRUARY 14, 2024
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.
Concentrix
FEBRUARY 14, 2024
Does your business need a digital transformation roadmap? See how we helped a leading insurance company elevate its omnichannel experiences.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
BlueOcean
FEBRUARY 14, 2024
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.
Cisco - Contact Center
FEBRUARY 14, 2024
Firewall Logs Integration, Expanded Response Management, and Other Enhancements Secure Network Analytics (SNA) Release 7.5.0 is generally available as of January 22, 2024.
Enghouse Interactive
FEBRUARY 14, 2024
Unlock the power of Customer Service Knowledge Management to empower your team and delight your customers.
Amplifai Coaching Category
FEBRUARY 14, 2024
Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Expivia
FEBRUARY 14, 2024
Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer experiences are delivered. For businesses poised to embark on this transformative journey, the preparation phase is critical. Here’s a comprehensive guide to setting the stage for successful AI integration, ensuring your call center not only adapts to the demands of modern customer service but excels at them.
24-7 InTouch
FEBRUARY 14, 2024
At IntouchCX, we are committed to minimizing our environmental footprint and promoting sustainability in all aspects of our operations. In line with this commitment, we have implemented a comprehensive waste management system at our Honduras campuses to encourage recycling practices and reduce waste. Our Waste Disposal Environmental Initiative aims to establish a thorough waste management system that measures, sorts, and recycles solid waste produced by our operations.
CSM Magazine
FEBRUARY 14, 2024
In the always-changing world of sun power, good marketing plans need a lot of knowledge from data and they need to use this information well. As the sun power business grows, using call analysis has become a key way for firms trying to improve their marketing efforts. Call tracking services have changed how solar companies measure if their ads work.
Zappix
FEBRUARY 14, 2024
BURLINGTON, MASS. (PRWEB) Feb 14, 2024 Zappix , a Digital Patient Engagement Solutions leader, reports significant reductions in no-shows and late cancellations for Gastroenterology and Endoscopy clients utilizing its platform throughout 2023. This resulted in a transformative experience for both healthcare providers and their patients through increased operational efficiency, improved patient access, and optimized engagement.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
TCN
FEBRUARY 14, 2024
Artificial Intelligence is taking call centers by storm, but some still have reservations about how. The post How to Effectively Use AI to Boost Your Call Center’s Customer Service appeared first on TCN.
TeleDirect
FEBRUARY 14, 2024
At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Your brand can provide this, too. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? The term “cloud” is often associated with IT, but it’s an important technology in any industry, from healthcare to education — especially when it comes to running a contact center.
Help Scout
FEBRUARY 14, 2024
Beginnings are often fraught: a first day at a new job, a first day at school, even the first time trying to use a new tool. You don’t know where to find anything, the right way to do things, or who you are supposed to talk to.
AWS Machine Learning
FEBRUARY 14, 2024
Effective self-service options are becoming increasingly critical for contact centers, but implementing them well presents unique challenges. Amazon Lex provides your Amazon Connect contact center with chatbot functionalities such as automatic speech recognition (ASR) and natural language understanding (NLU) capabilities through voice and text channels.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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