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

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Contact Center 96

Contact Center Analytics Consulting Consulting 96

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. In the future, artificial intelligence (AI) will be used to automatically evaluate interactions and to identify new and emerging trends and opportunities.

Quality management 69

Quality management Analytics Management Coaching 69

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? YOY Trend Analysis. And if not, at least you know what needs work.

Quality management 62

Quality management Call Center Management Call flow 62

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort.

Quality management 64

Quality management Analytics Management Contact Center 64

MiaRec

MARCH 21, 2024

For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls.

Analytics 105

Analytics Contact Center Management Quality management 105

NICE inContact

FEBRUARY 26, 2020

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Quality management 62

Quality management Contact Center Management Best practices 62

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. This form of answering is a simple and convenient way to collect data and look for trends. Contact centers are big on analytics. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Calabrio

OCTOBER 4, 2024

Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success. Contact centers are at the heart of this challenge.

Quality management 52

Quality management Management Analytics Contact Center 52

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

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. This form of answering is a simple and convenient way to collect data and look for trends. Contact centers are big on analytics.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Calabrio

FEBRUARY 14, 2025

Here are your eight top tips to help your contact center optimize cost and quality. These solutions also track agent performance, allowing managers to fine-tune processes and identify training opportunities. Ready to optimize your cost-quality balance?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

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 4, 2018

It always feels good to be ahead of a trend. And that’s how contact center managers might feel after reading a new market research report on quality management. Quality management ensures that an organization, product or service is consistent.

Quality management 48

Quality management Contact Center Management Marketing 48

Playvox

JANUARY 13, 2022

The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . Let’s take a closer look at these 2022 contact center trends. 2022 just might be The Year of the Contact Center Employee.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Call Center Weekly

FEBRUARY 21, 2018

These solutions should have easy to access and fun agent portals with individual, team and enterprise dashboard to make it easy for any level of user to see performance and competition trends. Follow the leader: LinkedIn | Twitter.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Calabrio

MARCH 11, 2025

The evolution and future of contact center QA methods: From manual to AI-powered Historically, contact center QA methods have leveraged manual monitoring and review of individual interactions, then relied on selective sampling to extrapolate a picture of overall performance and trends. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

NICE inContact

JULY 8, 2020

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Quality management 62

Quality management Contact Center Management Best practices 62

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

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. While being an in-game coach is important, we also must review past “game film” to correct trends.

Quality management 52

Quality management Call Center Management Coaching 52

NICE inContact

OCTOBER 30, 2019

Your contact center agents feel the same way when it comes to your quality management process. In the contact center, quality management is often viewed as big brother or a necessary evil. Incentivizing quality management KPIs and outcomes Creating a “Quality Task Force” comprised of both agents and evaluators.

Quality management 48

Quality management Management Telecommunications Contact Center 48

Bright Pattern

JULY 13, 2017

In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my customers today?”

Quality management 47

Quality management Contact Center Management 47

Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

OctopusTech

JULY 7, 2022

Therefore, it becomes necessary for a company to hire a content moderation company to stay updated with the best practices and latest trends. 10 Promising Content Moderation trends you should never ignore. Improve your content quality management. Be transparent and follow your legal factors.

outsourcing 62

outsourcing Quality management Best practices Engineering 62

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. Seamless Data Reporting and Revealing Trends.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Calabrio

APRIL 8, 2025

Aggregation and Insight Generation: Compiling the classified sentiment data to calculate overall customer sentiment metrics, identify trends over time, correlate sentiment with other KPIs, and visualize findings through dashboards and reports. Establish clear workflows for reviewing sentiment trends and reports regularly.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

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

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…”. Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Calabrio

MARCH 5, 2025

Data Analysis: Transforming Raw Data into Meaningful Patterns Once collected, the CX analytics system undertakes rigorous analysis to identify trends, patterns, and anomalies. Trend Identification: Spotting patterns in customer behavior and preferences. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. Seamless Data Reporting and Revealing Trends.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Fonolo

NOVEMBER 22, 2022

Contact Center Trends 2023. Who Should Take Call Center Management Courses? Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more.

Call Center 147

Call Center Management Benchmark Contact Center 147

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

UJET

JULY 21, 2020

A quality management solution will provide a lot of customer service data for both agents and supervisors. Daily agent reports can show the work efficiency of an agent while a monthly report can reveal bigger trends. Supervisors can identify correlated data and build a new workflow to provide a better solution. Agent Metrics.

Feedback 120

Feedback Quality management Metrics Surveys 120

ShepHyken

NOVEMBER 28, 2022

To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33