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

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

APRIL 8, 2025

Despite relying on surveys and focus groups, as well as tools like contact center sentiment analysis, to help them do so, many organizations struggle to get a real sense of how customers feel. In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

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? There is no better marketing focus group than your existing customers who choose to make their opinions known.

Quality management 40

Quality management Management Scripts Call flow 40

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. Zion Market Research 2016. ** CFI Group – 2018 Contact Center Satisfaction Index. This valuable data can then be used to proactively offer more relevant solutions to customers.

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? There is no better marketing focus group than your existing customers who choose to make their opinions known.

Quality management 40

Quality management Management Scripts Call flow 40

Calabrio

MARCH 25, 2025

When Chatbot QA Isn’t Prioritized, Quality Suffers To avoid these potential pitfalls and ensure customer satisfaction, its critical to maintain quality checks for your chatbot as part of your wider contact center quality management program.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Now the expanded footprint and AI-powered enhancements of 8x8 Speech Analytics and Quality Management enables companies to extend its value throughout their enterprise.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

SharpenCX

SEPTEMBER 29, 2021

Split your team into groups and spread out training and testing throughout the quarter. If there are trends in testing that show many of your agents are weak in a particular area, use it as a chance to assess your internal processes and resources so you can meet the needs of the whole group. Everyone needs a refresher as time passes.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

DMG Consulting

JANUARY 19, 2025

Agent augmentation/assist these are relatively new agent-/employee-facing solutions that improve their performance, quality, and the CX. This expanding group of applications include transcription, real-time guidance (RTG), next-best-action (NBA), and automated post-interaction summarization.

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

The Northridge Group

APRIL 22, 2020

This is why most internal customer service quality assurance assessments are not correlated with customer satisfaction or loyalty scores, such as NPS. Speech and text analytics solutions have dramatically transformed quality management programs and are critical tools for taking call center monitoring standards to the next level.

Analytics 113

Analytics Contact Center Best practices Call Center 113

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Whatever your contact center size, Small, large, and in the middle), Workforce Optimization can deliver productivity and efficiency improvements.

Management 86

Management Gamification Quality management Schedule adherence 86

Aspect

NOVEMBER 13, 2017

Speech analytics has also enabled contact centres to perform even better and more inclusive quality management. The Group also states that speech analytics users show higher annual improvement in profit margins compared to non-users – as much as eight times higher.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Best practices 69

SharpenCX

AUGUST 31, 2021

An unsatisfied group of front-line contact center agents ultimately contributes to a worse customer experience in the long run. Then, it makes your job as the manager tricky. Agent Performance and Quality Metrics. Ok, so your customers may be happy and satisfied. Your executive team should prioritize employee satisfaction.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Talkdesk

MAY 11, 2020

If you don’t have time to meet with agents one-on-one, try organizing small group discussions with ring groups or regions, also known as huddles. Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation.

Coaching 88

Coaching Contact Center Morale Analytics 88

Monet Software

MARCH 10, 2021

Notwithstanding the many reasons remote call center agents will be an enduring feature of the contact center landscape, there are real challenges in making it a success: Morale can fall after the novelty of work-from-home “freedom” wears off, unless contact center leaders find effective ways of managing remote call center agents.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

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. You can use the option Invite new members by email or Import members from existing Amazon Cognito user groups. Choose Import members from existing Amazon Cognito user groups. Choose Create project team.

Engineering 94

Engineering Accountability Consulting Consulting 94

Playvox

MARCH 27, 2023

The Importance Of A Successful Quality Management Program Implementing a quality management program can help service centers improve agent performance, increase customer satisfaction, and drive business growth to ensure that customer interactions meet the company’s expectations for quality and effectiveness.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

AWS Machine Learning

JUNE 27, 2022

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. Building a high-quality training dataset for your ML algorithm is an iterative process. Select Create a new Amazon Cognito user group. For Amazon Cognito user group name , enter a name.

Feedback 91

Feedback Engineering Quality management Management 91

Calabrio

MARCH 25, 2025

Types of Voice of the Customer Data Direct Feedback: This includes data gathered directly from customers through surveys (NPS, CSAT, CES), feedback forms, interviews, and focus groups. Evaluate 100% of interactions with automated quality management tools. Quality management and performance optimization tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Monet Software

NOVEMBER 19, 2018

Even with this data, however, it might be a good idea to reach out to your customers through surveys and focus groups to find out more about the customer journey. Monet contact center Quality Management software with Screen Capture is a fully integrated system that transforms each customer interaction into actionable data.

Contact Center 48

Contact Center Quality management Customer centricity Surveys 48

Playvox

FEBRUARY 29, 2024

AI for Quality Management As we think about the future of customer service, Quality Management (QM) is also seeing a major makeover in its use and application. Traditional QM systems often only analyze 2-3% of all interactions.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Enghouse Interactive

SEPTEMBER 20, 2021

Hunt/Ring Groups Voicemail. In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Comm100

DECEMBER 12, 2017

But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Quality Management Framework. Download Now. Outside-In Thinking.

Customer Experience 60

Customer Experience Quality management Morale Customer centricity 60

Calabrio

MARCH 5, 2025

Research from the SQM Group finds that the average FCR across all industries is about 68%. As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%. Ditch the spreadsheets and leverage automated contact center quality management software to help enhance your FCR.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. A/B testing allows you to compare different approaches to see which one brings better results.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

DMG Consulting

JANUARY 10, 2019

Question: We’re implementing analytics-enabled quality management to perform automated evaluation of customer interactions. Once all opinions are presented, the group must reach a consensus on the best way to score each question. Do we still need to do calibration sessions?

Calibration 48

Calibration Quality management Best practices Analytics 48

ClearAction

JULY 23, 2023

In addition to the groups listed above: Marketing managers are creating content and campaigns to educate and nurture prospective and existing customers. Accounts receivable managers are communicating with customers to arrange and collect payments for products and services provided. Build from these strengths.

Government 62

Government B2B Customer Experience Enterprise 62

Comm100

DECEMBER 14, 2017

This can be done using surveys, questionnaires and focus groups, for example. Ensure you provide enough of a feedback loop flowing from agents to management to capture and act upon this feedback. Once a specific area for improvement has been identified, it’s crucial to get all the relevant teams and groups aligned and on the same page.

Customer Experience 133

Customer Experience Metrics Morale Feedback 133

AWS Machine Learning

OCTOBER 2, 2023

To facilitate the labeling and manage our workforce, we use Amazon SageMaker Ground Truth , a data labeling service that allows you to build and manage your own data labeling workflows and workforce. After the images are labeled, we do a quality check using a label verification job.

Scripts 122

Scripts Construction Engineering APIs 122

Fonolo

SEPTEMBER 8, 2022

These seven steps can help you create the quality monitoring process that best suits the needs of your contact center. Elect or hire a committee that’s dedicated to quality management. Either way, giving this task to one group will streamline your quality monitoring process from the get-go.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

DMG Consulting

MAY 8, 2023

The cloud is a game changer for both companies and vendors due to its proven benefits for both groups. As these new features are being delivered from the cloud, they are getting into the hands of users more rapidly, which allows vendors to monetize them quickly.

Management 62

Management Contact Center Enterprise Analytics 62

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Group QA metrics into tiers, representing milestones toward interaction mastery. Yep, it’s the linchpin of employee engagement, too!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

COPC

JULY 8, 2021

Our course structure includes lectures, scenarios, breakout sessions, readouts from the breakout groups, a quiz and a final exam. Students participate in group activities, which include breakout sessions and case work. All attendees that pass an exam at the end of the course will graduate as Certified COPC CX Implementation Leaders.

Best practices 52

Best practices Contact Center outsourcing Quality management 52

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This blog offers tips on adding or revising calibrations as part of your Quality Management program. Leverage your Quality Standards Definitions Document (QSDD). Choose your calibration type.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48