MiaRec
DECEMBER 29, 2023
Are you trying to understand the general cost of Conversation Intelligence and Automated Quality Management solutions for your contact center? Are you frustrated that you cannot find reliable pricing information anywhere?
Contact Center Pipeline
DECEMBER 21, 2022
And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent. Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment.
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MiaRec
JULY 31, 2023
When deciding on a quality management solution for your contact center, you wonder how you can use MiaRec’s Automated Quality Management (AQM) solutions to get the best ROI. We believe in catering our AQM solutions to your contact center’s specific quality assurance needs.
Spearline
MARCH 3, 2022
Today’s enterprises face complexities in network and audio quality management requirements. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. It will also impact the quality and the outcome of the conversation.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Playvox
FEBRUARY 6, 2024
It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.
MiaRec
MARCH 31, 2023
Most contact centers with a manual quality management approach are only able to monitor 2% to 5% of their interactions. With each call lasting up to 30 minutes to an hour, how are you meant to evaluate every call and get the full picture of what’s going on in your contact center?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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