Connect

NOVEMBER 24, 2024

Contact centres that need to respond to periods of high demand or manage large agent numbers, especially across geographies and time zones, need a system that can forecast engagement volumes and determine agent demand and the necessary skills at specific times of the day.

Engineering 107

Engineering Quality management Cloud contact Interactive Voice Response 107

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Analytics What is First Call Resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Customer Service Life

AUGUST 28, 2019

For example, in a phone or chat conversation, this process can take multiple minutes of the call — longer if the customer is really fired up. Security is a critical component of quality review, but this too may look different depending on the channel. Create a quality definitions guide. Compliance and Security.

Quality management 69

Quality management Calibration Management Coaching 69

ShepHyken

FEBRUARY 14, 2017

In Silicon Valley, Adobe gives us an example of such a company. Many companies, to help them manage their customer experience, create customer personas. For example, how can we simplify something for a customer? Take for example, loyalty programs. Everybody at Adobe can have a stake in setting the customer experience.

Quality management 220

Quality management Customer Experience Marketing Consulting 220

8x8

AUGUST 7, 2017

This post is the first of a three-part series that will help your company improve quality management in the contact center, leading to improved customer experience and satisfaction. Below are some tips to building an effective quality management program: Modernize the evaluation form. Use examples as a training tool.

Quality management 48

Quality management Management Contact Center Upselling 48

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

Callminer

NOVEMBER 18, 2020

Steve Bufton is the Director of Contact Center Operations at Donlen (Fleet Management division of Hertz). Some examples include technology advancements, machine learning, automation, seamless omnichannel servicing, frictionless customer experience, predictive modeling providing proactive solutions, and most recently, a pivot to work at home.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Monet Software

OCTOBER 15, 2018

Your quality management (QM) program runs on data. If you’re not sure the policies you have in place are working, here are five tips to help you collect the best data to boost quality management. Before quality management can work, you need to be very clear on what you hope to accomplish.

Quality management 48

Quality management Management Coaching Surveys 48

ShepHyken

MAY 15, 2020

For example, while I was grateful for free sports tickets, I really wanted the assurance that actions were taken to improve the fan experience going forward. Note: Many customers will appreciate some form of compensation, but most care significantly more about steps four and five when it comes to restoring trust.

Contact Center 283

Contact Center outsourcing Quality management Marketing 283

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). Organizations also recognized that the Japanese companies were exceptionally skilled at getting quality right. We had a problem 20 years ago, too.

CRM 195

CRM Consulting Consulting Quality management 195

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. For example, in our observations, call center agents often have to click around in several different systems to answer customers’ questions. So, What Does that Mean To You?

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Beyond Philosophy

DECEMBER 30, 2021

For example, how people respond to cues and how those cues affect decision-making are not changing. It was a recently introduced idea that built upon the previous wave of change, which I remember was Customer Relationship Management, which replaced Total Quality Management, and so on, and so on. .

Personalization 195

Personalization Consulting Consulting Quality management 195

Enghouse Interactive

APRIL 28, 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? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Calabrio

DECEMBER 8, 2020

Can you give me an example? approach and the elimination of data disparity improve contact center quality management? This kind of disconnect severely limits your quality management activities. Together, there’s no limit to the positive impact Calabrio and UJET can have across the contact center.

Contact Center 105

Contact Center Quality management Cloud contact Analytics 105

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Some examples of industries with specific requirements: Health care. CVV information must never be recorded. without issues….without without delays. Best Practice.

Quality management 40

Quality management Management Best practices Coaching 40

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

ShepHyken

NOVEMBER 28, 2022

He has been recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, CCaaS (Contact Center as a Service), product marketing, social media, and more. There are some great tips and examples throughout the interview.

Customer Service 34

Customer Service Contact Center outsourcing Customer centricity 34

CX Accelerator

JANUARY 10, 2018

Take for example the goal of “enhancing our self-service channel quality and usage in 2018.” Having now defined what the team is working toward, the individual goals are the pieces used to complete the picture. If everyone is working off of a different vision, it’s like trying to fit together pieces from completely different puzzles.

Customer Service 159

Customer Service Coaching Self service Quality management 159

Calabrio

APRIL 11, 2025

Examples of SMART training goals could include: “Improve FCR for Tier 1 agents by 10% within 3 months of completing the advanced troubleshooting module.” ” “Reduce onboarding time for new call center representatives by 1 week while maintaining quality scores above 90%.”

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 31, 2025

Find research, tips, and examples drawn straight from the experiences of Calabrio customers to step up your call centers gamification and performance today. Each contact center needs to tailor its gamification strategies and tactics to the unique goals of the organization and the needs of its quality management program.

Gamification 52

Gamification Contact Center Call Center Metrics 52

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Increasingly, companies are realizing the value of analyzing all conversations, not just those that are managed through the contact center.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. Leading contact center quality management solutions provide comprehensive evaluations of 100% of interactions. How you can actually use CX analytics: 3 real-world examples All these benefits that CX analytics solutions can deliver sure sound good.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. However, Albert Einstein had an important corollary to this rule when he said, “Information is not knowledge”. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Calabrio

FEBRUARY 27, 2025

Here’s an example of a potential call center productivity formula: Agent Productivity (%) = (Total Calls Handled x FCR) / Total Time Spent This formula defines a productive agent as someone who handles a high number of calls and resolves them on the first contact in the shortest amount of time.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

MiaRec

NOVEMBER 26, 2023

Tatiana offers compelling examples of how MiaRec's innovative solutions are transforming agent training, boosting customer satisfaction and retention, and ensuring compliance adherence.

Contact Center 89

Contact Center Quality management Customer Experience Management 89

Callminer

FEBRUARY 21, 2018

For example, my company has a Sales and Customer Service Department, and a Collections department, and we purchased a call monitoring software based on the needs of collections, but it is missing some functionality such as the ability to tag calls with specific notes that is important to Sales. It gives your agents something to strive for.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

ijgolding

DECEMBER 4, 2019

Is that the result or outcome of good quality? In line with modern Quality management practices, Quality comes down to two things: The objectively measurable aspects of a product, most distinctly expressed as something free of fault. Customer perception of Quality is a shared experience. Descartes). Protagoras).

Quality management 92

Quality management Construction Customer emotions Coaching 92

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. Let’s explore the opportunities for AI in quality management a bit deeper.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

FEBRUARY 20, 2024

Calibrate Contact Center Interactions Fairly and Consistently While we all know that feedback is important, when a call center gets busy, coaching, mentoring, and even quality management may fall to the side as agents and their leaders look at meeting and beating agreed-upon Service Level Agreements (SLAs).

Management 88

Management Gamification Calibration Quality management 88