Calabrio

APRIL 24, 2025

AI-Powered, Automated Quality Management Manual quality assurance, typically covering only 1-3% of interactions, is being revolutionized by automated quality management. Predictive Analytics & Reporting AI excels at identifying patterns in historical data to forecast future events.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

DECEMBER 8, 2020

But the massive, unforeseen events of 2020 made it even more apparent how imperative it is for contact center agents to be able to easily access accurate, up-to-date customer data. approach and the elimination of data disparity improve contact center quality management? Can you give me an example?

Contact Center 105

Contact Center Quality management Cloud contact Analytics 105

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

CX Global Media

FEBRUARY 28, 2019

How do we surface what they need to be focusing on to help coach their team, to help quality manage their team? How do we get to next best action as fast as possible? And the same thing for supervisors.

Contact Center 250

Contact Center Coaching Call Center Technology 250

Callminer

NOVEMBER 18, 2020

Audit work through quality management programs that reflect the optimal customer experience. Example includes random sampling calls and scoring performance through a quality monitoring program, providing reporting and remediation coaching. Voice of the Customer, CSAT, NPS and Customer Advisory Boards). Fraser Wilson.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Calabrio

MARCH 11, 2025

Leverage AI-driven quality management to uncover personalized insights on each interactionwithout the need for manager intervention. These closed loops help create a culture where feedback is seen as a continuous, collaborative process , not a once-a-month event. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Calabrio

FEBRUARY 25, 2025

Key Features & Differentiators Unified suite: Calabrio ONE integrates WFM seamlessly with quality management, business intelligence, and more, all within a single, intuitive workforce engagement management platform.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Spearline

NOVEMBER 24, 2020

Previously, when an organization possessed only fragmented information about a specific event, these tickets were often returned with a “no fault found” status. The above shows that Spearline is not only a quality management tool, but can and should be a key component of telecoms vendor management.

Management 96

Management Telecommunications Benchmark Quality management 96

Calabrio

APRIL 11, 2025

Structure the Agent Training Journey: Key Training Phases As we underlined at the outset of this guide, effective training cant be a single, one-off event; it needs to be an ongoing process that supports team members at every stage of their development journey.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

DMG Consulting

SEPTEMBER 24, 2021

The business world has been transformed by the events of the past year, but the changes would have happened in any case at some point in the near future. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 76

Analytics Quality management Contact Center Feedback 76

Playvox

MARCH 12, 2024

Instead, share insights on performance through a comprehensive quality management program where you help your agents see how they can improve their customer interactions. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

AUGUST 30, 2022

Offering creative team-building events, such as online concerts or birthday celebrations, receives positive, enthusiastic feedback from employees. Suggestions we heard from agents on how managers could improve include: “Our manager needs to check in with us more often, including daily touch points.” “My

Contact Center 84

Contact Center Transportation Management Feedback 84

Serenova

JUNE 5, 2020

Single-day reoptimization makes it easier to handle unexpected events, such as absences or changes in call volume. You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Calabrio

DECEMBER 8, 2020

But the massive, unforeseen events of 2020 made it even more apparent how imperative it is for contact center agents to be able to easily access accurate, up-to-date customer data. approach and the elimination of data disparity improve contact center quality management? Can you give me an example?

Contact Center 59

Contact Center Quality management Cloud contact Analytics 59

teleopti

JANUARY 9, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

ConvergeOne

JUNE 28, 2022

Tools and technologies are certainly available to allow self-service, automate mundane tasks, authenticate customers and employees and deploy automated quality management to streamline processes. VIRTUAL EVENT] EMPOWER YOUR WORKFORCE. We can embrace “remote” work and care for our employees and customers more effectively.

Self service 74

Self service Quality management Contact Center Technology 74

Monet Software

DECEMBER 14, 2018

With an accurate forecast in place, WFO will help managers create effective schedules that meet customer demand. These schedules should be prepared to handle call shift patterns, and be flexible enough to handle unexpected events that impact call volume. Quality Management. Real-Time Adherence. Speech Analytics.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

Playvox

AUGUST 25, 2021

Dialpad’s features such as skills-based call routing, in-call coaching, post-call analytics, and activity heatmaps, give contact center managers the tools they need to create a more efficient environment for engaging with customers. Related Article: 12 Signs Your Contact Center Needs a WEM Solution.

Management 57

Management Agent burnout Contact Center Coaching 57

NICE inContact

OCTOBER 29, 2019

With CXone APIs, it can integrate with nearly any third-party solution to customize and is realizing the many advantages of CXone Workforce Management in scheduling and performance management. The numbers tell the rest of the story—costs are down while quality scores and customer satisfaction is up!

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

DMG Consulting

JANUARY 8, 2018

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

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

DMG Consulting

JANUARY 24, 2023

Categorization to group interactions automatically by type, based on a contextual analysis of the language, words, phrases, events, rules, etc., An analytics-enabled quality management module to identify, classify, and score voice- and text-based interactions based on defined quality criteria.

Analytics 62

Analytics Enterprise Contact Center Quality management 62

DMG Consulting

APRIL 13, 2022

The business world has been transformed by the events of the past year, but the changes would have happened in any case at some point in the near future. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Playvox

DECEMBER 21, 2022

Agents who thought their contact centers had some improvements to make with regard to remote work say they wish they had: Frequent check-ins and more availability from managers. Regular inclusion in company events. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

AWS Machine Learning

DECEMBER 22, 2022

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. He is a clean code advocate and a subject-matter expert on server-less and event-driven architecture. From there, an expert workforce that is trained on a variety of machine learning (ML) tasks labels your data.

Engineering 98

Engineering Accountability Consulting Consulting 98

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. And of course, it will be updated on a regular basis with informative blogs, news of product launches, business activity, corporate milestones, upcoming tradeshow events, and other news of interest.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

CSM Magazine

DECEMBER 1, 2021

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Enghouse Interactive

OCTOBER 27, 2021

unfiltered) comments are typically offered during a specific event or situation. Extend Your Customer Data Gathering Capabilities . While most organizations seek to better understand their customers, the most valuable (i.e.

Upselling 86

Upselling Contact Center Analytics Surveys 86

ijgolding

NOVEMBER 3, 2016

These will uncover trends allowing better planning and event prediction. He is a passionate advocate for delivering exceptional customer experience with a proven record of driving CRM solutions, business improvement and change through a combination of people and team development, strong operational thinking and innovative business management.

CRM 68

CRM Technical Support Finance Government 68

CSM Magazine

MAY 9, 2024

In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. Is your organisation leveraging the latest technology to deliver outstanding customer experiences?

Technology 52

Technology Customer Service CRM Best practices 52

Monet Software

OCTOBER 22, 2018

This was Monet Software’s second year of attendance, and this time around our booth was so crowded every day that we could not even attend many of the keynote speeches and other events taking place throughout the city!

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Fonolo

MAY 7, 2015

It may not be possible to do it every day, but one of the best ways to keep up with the latest development in the customer experience industry is to attend contact center conferences and events near you. It’s an essential part of quality management in a call center. Do you ever get on the phone and run a call as an agent?

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

AUGUST 31, 2021

Something is clearly out of sync and needs to be fixed, but it’s hard to pinpoint exactly why service quality keeps getting worse. Some people are blaming the pandemic and/or the work-at-home situation, but these recent events are not the cause. There were major service issues long before COVID-19.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

Verint

MARCH 6, 2018

Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m.

Quality management 35

Quality management Coaching Self service Enterprise 35