Playvox

SEPTEMBER 30, 2021

Employee Engagement. According to a McKinsey study , engaged contact center employees are 8.5 Driving sales and providing great customer experiences requires an employee engagement strategy for your agents and supervisors to retain them and keep performance high. Quality Management. bad link]].

Gamification 52

Gamification Call Center Contact Center Coaching 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. Beyond that, combining WEM, quality management and analytics helps further analyse operational issues, identify root causes and drive meaningful changes to the business.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Verint

NOVEMBER 1, 2017

On November 15 guest speaker Ian Jacobs, Principal Analyst of Forrester Research and Kristyn Emenecker, Global Vice President, Product Strategy Group, of Verint, will present on a live webinar, “Empower Your Employees with More Data, More Automation” at 2 p.m. How can autoscoring evaluations help each agent perform even better?

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

Avaya

JUNE 18, 2018

Watch our webinar “How Your Contact Center Can Help You Comply with the New General Data Protection Regulation” to learn more about using Avaya Workforce Optimization to support your GDPR initiatives. Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Verint

DECEMBER 12, 2017

Automated quality management provides the ability to automatically score some or all of the questions—in some or all of your evaluation forms. Increasing both customer and employee satisfaction are at stake. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

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

OCTOBER 28, 2020

They used Calabrio Quality Management to train new agents virtually using the shadowing options within the tool. She is the first to raise her hand to speak on a Calabrio customer panel or host a webinar, and she actively seeks other customers with whom she can share her contact centre wisdom. The ONE Awards Winners.

Analytics 40

Analytics Abandon rate Education Employee engagement 40