Quality management Scripts Webinar 
Monet Software
AUGUST 27, 2020
When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? This approach makes quality management more, well, manageable for SMBs.
Enghouse Interactive
FEBRUARY 18, 2021
This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .
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Enghouse Interactive
OCTOBER 13, 2020
A typical example would be to use that extracted insight to interface with an associated knowledge base and then recommend a process, script, or document to help deal with the situation or need at hand. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.
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. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.
Monet Software
AUGUST 11, 2020
Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. And when the QM team “owns” quality, others across the organization know who to turn to for insights. #3
Monet Software
SEPTEMBER 10, 2020
This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Perhaps the topic didn’t register with a new recruitment class or a particular manager isn’t modeling good skills. . Loosen the Script. And there are even ways to handle unavoidably scripted language.
Enghouse Interactive
OCTOBER 21, 2020
Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.
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