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. Additionally, some tools use a call-back approach to provide a machine-based survey. Typically, a form designer creates web-based VOC surveys.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

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. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52

8x8

AUGUST 7, 2017

This post is the first of a three-part series that will help your company improve quality management in the contact center, leading to improved customer experience and satisfaction. Below are some tips to building an effective quality management program: Modernize the evaluation form. did agent greet the customer, etc).

Quality management 48

Quality management Management Contact Center Upselling 48

Monet Software

OCTOBER 15, 2018

Your quality management (QM) program runs on data. If you’re not sure the policies you have in place are working, here are five tips to help you collect the best data to boost quality management. Before quality management can work, you need to be very clear on what you hope to accomplish.

Quality management 48

Quality management Management Coaching Surveys 48

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Monet Software

JULY 4, 2018

Do you have a quality management (QM) program? Call Scoring This is perhaps the most critical aspect of quality management, so it is best decided with the participation of as many employees as possible. Update customer surveys frequently. Find out more about Monet’s Quality Management Solution.

Quality management 48

Quality management Management Coaching Contact Center 48

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Not surprisingly, 50% of contact centers surveyed invested in new technology because what they were using had become outdated. Here are some of the highlights: Contact Centers and the Cloud.

Contact Center 59

Contact Center Surveys CRM Quality management 59

Beyond Philosophy

JANUARY 12, 2022

An October 2021 research survey conducted by McKinsey and Company stated that 75 percent of consumers are radically changing their shopping behaviors, and about 40 percent of those consumers are switching brands and retailers. Consumers are making radical changes in their behavior that impact brand loyalty and revenue.

CRM 348

CRM Technology Contact Center Personalization 348

Monet Software

AUGUST 29, 2018

Do you have a quality management program? If you’re not sure where you stand on quality management, here are five signs that a fresh start might be recommended. If you’re not sure where you stand on quality management, here are five signs that a fresh start might be recommended. Normal.dotm.

Quality management 48

Quality management Management Average Handle Time Contact Center 48

ShepHyken

NOVEMBER 28, 2022

3 Tips To Improve Your Survey Response Rates by Kelechi Okeke. My Comment: I’m often asked, “How can I get more customers to respond to our surveys?” CustomerThink) Customers are constantly evolving and their behaviours has been significantly impacted on by the COVID-19 pandemic. My Comment: Of course, you listen to your customers!

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Customer Surveys.

Surveys 55

Surveys Coaching Contact Center Quality management 55

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Customer feedback management and automation tools This category includes tools that streamline the collection and management of customer feedback.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

UJET

JULY 21, 2020

The customer satisfaction survey is the most direct feedback system for supervisors to review. While CSAT surveys funnel the entire support experience into a single question, finding outliers and researching the highest and lowest scores help improve overall agent performance. Review CSAT Scores. Agent Metrics.

Feedback 120

Feedback Quality management Metrics Surveys 120

Beyond Philosophy

JANUARY 15, 2022

When I was starting out it was all about Total Quality Management and Business Process Reengineering. Then, following that was Customer Relationship Management (CRM). Complete this short survey. We discuss them and what we can do to fix them in 2022. Key Ideas to Improve your Customer Experience.

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Quality customer service is the end goal of every team. Unified Platform.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

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. This allows you to understand how customers truly feel across the board, not just the opinions of those motivated enough to respond to a survey.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

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

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Analytics 115

Analytics Enterprise Quality management Coaching 115

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

MiaRec

JANUARY 28, 2025

Traditionally, organizations have relied on surveys to capture insights about customer perceptions, satisfaction, and expectations. These surveys are versatile, cost-effective, and provide structured feedback that can be used to gauge specific metrics. Here are the primary types of surveys used in VoC programs:

Surveys 59

Surveys Metrics Feedback Customer Experience 59

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Quality customer service is the end goal of every team. Unified Platform.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

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? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Monet Software

MARCH 5, 2018

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. With workforce optimization, contact centers can automate such important functions as workforce management, call recording, quality management, screen capture, performance management and tracking key metrics.

Analytics 48

Analytics Surveys Customer centricity Contact Center 48

ProProfs Blog

APRIL 21, 2020

The trick lies in asking the right customer satisfaction survey questions. This blog covers a list of more than 100 survey questions that your business can ask to measure customer satisfaction levels. Customer Support Satisfaction Survey Questions. What time is suitable for sending the survey? Brand satisfaction survey.

Surveys 120

Surveys Customer Support Feedback Advertising 120

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

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? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The results of Saddletree Research’s 2017 survey of end users, completed during the third quarter of 2017, reveals the relatively high level of market penetration of quality management in the U.S.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Calabrio

MARCH 5, 2025

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Improved performance management and agent empowerment. Leading contact center quality management solutions provide comprehensive evaluations of 100% of interactions.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Nicereply

DECEMBER 16, 2021

Minimize survey bias from affecting your results by knowing how to create a customer survey and implementing the simple suggestions listed above. However, preparing and performing surveys has its own challenges that you need to understand to get the most accurate results and avoid a common survey problem known as survey bias.

Surveys 52

Surveys Feedback Education Personalization 52

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. However, Albert Einstein had an important corollary to this rule when he said, “Information is not knowledge”. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Calabrio

MARCH 11, 2025

Leverage AI-driven quality management to uncover personalized insights on each interactionwithout the need for manager intervention. Combine interaction data with CRM insights, customer surveys, and operational metrics to create a truly 360-degree view of the customer journey.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

SharpenCX

AUGUST 31, 2021

Send triggered surveys or send them manually and calculate your CSAT score. Use your Use agent satisfaction surveys to assess where you can support your employees. Just as with gathering your CSAT score, use surveys and 1:1 conversations to calculate your Agent Satisfaction. Agent Performance and Quality Metrics.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Calabrio

MARCH 31, 2025

But dont take business leaders word for it: this research bears out in employee surveys as well. According to the TalentLMS survey data cited above, these are the most popular ways gamification is used: Badges: Digital awards recognize agents for mastering skills or reaching milestones, providing a sense of accomplishment.

Gamification 52

Gamification Contact Center Call Center Metrics 52

PeopleMetrics

MAY 16, 2018

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an annual survey just to “check the box” around ISO 9001 certification. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in.

Surveys 48

Surveys Customer Experience Finance APIs 48