Serenova

JUNE 5, 2020

Before COVID-19, Northwestern National Life released a survey in which 40% of respondents said they considered their jobs stressful. 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

Playvox

MARCH 21, 2024

Provide Consistent Feedback on Performance via Quality Management (QM) Although we can all agree that receiving negative feedback on performance is difficult for even the most thick-skinned among us, giving this kind of feedback is better than no feedback at all. One fun way to provide recognition is via a gamification solution.

Morale 90

Morale Contact Center Quality management Coaching 90

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. of survey respondents. Workforce management (WFM) came in second place, identified by 40.8% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Serenova

JUNE 11, 2019

A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”. Quality management can help by monitoring and evaluating agents’ interactions with customers by recording calls and capturing agents’ desktop screens for ongoing evaluation.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. It leaves many contact center managers and agents unclear on what’s next for remote, hybrid, and on-site work. Gamification in remote workforce training is one approach.

Contact Center 77

Contact Center Gamification Surveys Management 77

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

Outsource Consultants

FEBRUARY 27, 2025

Some centers have adopted gamification techniques to make product training more engaging. Data-Driven Quality Management Many Indian call centers have adopted Six Sigma principles to minimize defects in their service delivery. Customer satisfaction surveys are now more targeted and actionable.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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.

Coaching 48

Coaching Contact Center Gamification Analytics 48

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Contact Center Enterprise Analytics 62

Playvox

OCTOBER 12, 2022

Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Creative team building and sharing are also important, according to the customer service agents surveyed. Managers report that actively monitoring remote team satisfaction elevates engagement.

Best practices 76

Best practices Contact Center Management contact center solutions 76

DMG Consulting

MARCH 12, 2018

Quality assurance (QA)/quality management (QM) – interactions, either recorded or live, assessed on an evaluation form and scored against established contact handling criteria. sales, collections, etc.). As specific needs arise, or as your contact center grows, additional WFO components can be added.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

CSM Magazine

FEBRUARY 1, 2022

Two of the top wishes that agents identified in Calabrio’s survey are more frequent training and more personalized development. Calabrio Performance Coaching is designed to provide contact centre managers the insight to deliver on both of these to their agents, leveraging information they already have in Calabrio Quality Management. “As

Coaching 52

Coaching Gamification Customer Service Quality management 52

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

Playvox

DECEMBER 21, 2022

Managers and agents in our survey weren’t on the same page when it comes to training, with managers favoring instructor-led training and agents preferring to work with another CSR to learn the ropes of handling customer interactions. Performance And Quality Management.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Per Metrigy’s * most recent study, 71.6% planned, 46.5% Keep an Eye on These Three Emerging Areas.

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

DMG Consulting

MARCH 31, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 7, 2018

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, (..)

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, (..)

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, (..)

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Robotic Process Automation, Customer Journey Analytics, Contact Center (..)

Consulting 48

Consulting Consulting Analytics Marketing 48

Playvox

MARCH 12, 2023

But more than half (54%) of consumers in a Zendesk survey said it feels like customer service is an afterthought for most businesses they interact with — that’s not the feeling you want customers to walk away with. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Expivia

JULY 21, 2021

This tool truly raises the quality of your contact center. You can’t rely on customer surveys to see how well you’re performing. . Gamification. And gamification is a great way to do that. . Quality assurance (QA) and quality management (QM) are very important for your call center and your agents.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, (..)

Consulting 48

Consulting Consulting Contact Center Marketing 48

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

DMG Consulting

APRIL 16, 2019

Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) Interaction analytics collects data from free-form, open-ended dialogues; it can also mine customer data from the web and social media to extract information about customer sentiment. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Serenova

JUNE 6, 2019

In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. Quality management solutions allow you to monitor agent interactions with customers wherever they are. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

JustCall

NOVEMBER 25, 2022

Five9 offers a range of agent management features, including digital interaction recording and analytics, performance management, quality management, and gamification. This way, organizations can attract, motivate, scale, retain, and engage the best salespeople, which benefits them all.

Sales 52

Sales voip Real estate CRM 52