Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Quality management 75

Quality management Contact Center Management Best practices 75

Connect

NOVEMBER 24, 2024

According to Cross, the industry at large realised that simply turning on GenAI engines can prove counterproductive, with numerous companies running into AI-induced trouble. Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple.

Engineering 104

Engineering Quality management Cloud contact Interactive Voice Response 104

CCNG

JUNE 12, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. Common use cases include quality management, compliance assurance, customer service enhancement, and process improvement.

Analytics 195

Analytics CCNG Quality management Call Center 195

ShepHyken

DECEMBER 25, 2018

They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. About : Chrissy Cowell is the Director for Work Force Optimization Product Management at Aspect.

Contact Center 211

Contact Center Quality management Consulting Consulting 211

Contact Center Pipeline

APRIL 8, 2021

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital interaction tools, greater automation of interaction evaluations and the growing importance of agent engagement and satisfaction.

Contact Center 256

Contact Center Quality management Call Center Technology 256

Monet Software

OCTOBER 4, 2018

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

Quality management 48

Quality management Contact Center Management Marketing 48

Monet Software

JULY 31, 2018

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade.

Quality management 48

Quality management Management Analytics Contact Center 48

Serenova

NOVEMBER 19, 2019

We first acquired TelStrat in 2017 and subsequently released our first product on that technology, which integrates CxEngage into CxEngage Quality Management (CxQM). By unifying Quality Management with CCaaS, it eliminates the challenges created by siloed solutions through a consolidated, 360-view of customer and agent interactions.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Quality management 52

Quality management Contact Center Healthcare Management 52

Call Center Weekly

FEBRUARY 21, 2018

Patrick Russell has over 15 years in the customer/client relationship industry. He has e xperience with large multi-site operations (300+ direct/indirect reports), process analysis/improvement, RFP development, SAP AFS interface/business lead and product/program management. Follow the leader: LinkedIn | Twitter.

Gamification 180

Gamification Best practices Contact Center Metrics 180

CCNG

JANUARY 11, 2023

As someone who has been in this industry on and off for 30+ years, that would be a mistake. Make sure you plan team meetings and use quality management software to keep them up-to-speed, motivated and involved. I’m aging myself, but I lived through the dot.com bust in the late ‘90s and a few recessions.

Customer Service 195

Customer Service CCNG Education Self service 195

TeleDirect

FEBRUARY 3, 2025

Crisis Management: Rapidly deploy additional agents during emergencies, ensuring uninterrupted customer service. Cost Savings Without Compromising Quality Managing an in-house call center comes with significant expenses, including salaries, benefits, office space, and training costs. Managing seasonal spikes in demand.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Contact Center Pipeline

FEBRUARY 12, 2020

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.

Contact Center 200

Contact Center Consulting Consulting Management 200

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. Contact centers are big on analytics. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

teleopti

OCTOBER 9, 2018

Teleopti and ZOOM today announced a tight integration of their software products into a unified suite of performance improving tools for contact centers. The combined solution address a need in the marketplace for agile and innovative solutions, delivered from flexible and responsive vendors with a global reach.

Quality management 48

Quality management Contact Center Management 48

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Calabrio

JANUARY 17, 2025

These numbers highlight the growing positivity within the industry, but theres still room for improvement, particularly when it comes to promoting contact center career growth and retention. Workforce Management: Planning and optimizing staffing levels for peak efficiency.

Contact Center 52

Contact Center Coaching Construction Analytics 52

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. Contact centers are big on analytics. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Coaching 64

Coaching Gamification Employee engagement Morale 64

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

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. My Comment: Of course, you listen to your customers!

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

Callminer

NOVEMBER 18, 2020

Steve Bufton is the Director of Contact Center Operations at Donlen (Fleet Management division of Hertz). The contact center industry is rapidly evolving – whether you’re in the fleet space like Donlen or something else – with a variety of macro trends…”. Especially in the legal industry, people want to be heard. Steve Bufton.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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. Strong industry expertise: Verint has deep expertise in the contact center industry.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

CSM Magazine

JANUARY 22, 2020

Implementing industrial robots within a manufacturing setting can be an arduous task. Small industrial robots are designed to execute a vast range of tasks. For instance, the manufacturing sector is facing a shortage of labor which also has an impact on the skills gap in the industry. The robotics industry continues to evolve.

Transportation 52

Transportation Quality management Management 52

Callminer

FEBRUARY 21, 2018

Others may baulk at the inordinate amount of time or effort to manage the process as well. If you want to see an uplift in the overall customer experience, a well-thought-out quality management procedure can work wonders. It gives your agents something to strive for.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

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

Hodusoft

JUNE 17, 2021

For attracting and retaining customers, many businesses use call recording for adequate quality control. This industry is expected to grow steadily in the next few years and reach a value of 496 billion USD by 2027. . Fintech Industry leader. Very reliable software.” – Adetayo C, From Gambling and Casino industry.

Marketing 98

Marketing Contact Center Telecommunications voip 98

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

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. Fortunately, e-learning has made call center management courses more accessible than ever. More on Udemy’s Call/Contact Center Management Course ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

AWS Machine Learning

APRIL 30, 2024

This can make it challenging to scale quality management within the contact center. This feature improves efficiency and empowers enterprises to scale their quality management efforts, enabling them to deliver exceptional customer experiences.

Analytics 114

Analytics APIs Customer Service Entertainment 114

Calabrio

FEBRUARY 7, 2025

This allows for streamlined contact center workforce management thats supported AI-powered conversation intelligence solutions , like quality management, interaction analytics, and moreall within a unified platform.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Calabrio

MARCH 11, 2025

Leverage AI-driven quality management to uncover personalized insights on each interactionwithout the need for manager intervention. This comprehensive capture enables thorough analysis for call quality monitoring , performance evaluation, and compliance verification. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Calabrio

MARCH 31, 2025

Plus, GenAI can take in the breadth of your contact centers call quality and content and automatically apply smart tags to help your team categorize and better understand your customers most common and important concerns. Automated Quality Evaluations Ensure consistent quality at scale.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

DMG Consulting

JANUARY 19, 2025

The following are a few areas where AI and innovation, along with industry best practices, are aligning to deliver to the market the tools and knowledge to enhance the customer and employee experience while improving productivity (reducing cost or increasing revenue).

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

Monet Software

MARCH 10, 2021

Although there is a lot of truth to that old saying, “the only constant is change,” the work-from-home agent is likely to become a permanent feature of the industry landscape. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118