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.

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Quality management Call Center Management Call flow 62

Myra Golden Media

JULY 16, 2019

If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. . This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches. Monitoring Sans Coaching.

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Calibration Contact Center Coaching Construction 153

Myra Golden Media

JULY 15, 2019

This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches. To calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and feels like so that every evaluator is rating the calls/contacts the same way.

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Calibration Coaching Morale Feedback 153

8x8

SEPTEMBER 18, 2017

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. Read about the SAFE method, coaching and quality management in the contact center in the ICMI Tool Kit: Quality Management in the Contact Center.

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Quality management Contact Center Management Coaching 48

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.

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Quality management Management Telecommunications Contact Center 48

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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Contact Center Analytics Self service Metrics 56

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You have a limited workforce optimization strategy. Graphs courtesy of Metrigy.

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Customer Experience Cloud contact Contact Center Best practices 139

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.

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Management Gamification Quality management Schedule adherence 86

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

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Call Center Customer Experience Contact Center Coaching 87

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Aligning Quality Management With Customer Experience.

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Self service APIs Cloud contact Interactive Voice Response 91

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. Let’s explore the opportunities for AI in quality management a bit deeper.

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Contact Center Quality management Interactive Voice Response Coaching 74

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

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Cloud contact Contact Center Surveys SaaS 86

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced.

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contact center solutions Contact Center Call flow Quality management 69

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

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Analytics Quality management Contact Center Customer Experience 88

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

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Self service Contact Center Chatbots First call resolution 83

Monet Software

MARCH 10, 2021

Notwithstanding the many reasons remote call center agents will be an enduring feature of the contact center landscape, there are real challenges in making it a success: Morale can fall after the novelty of work-from-home “freedom” wears off, unless contact center leaders find effective ways of managing remote call center agents.

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Enghouse Interactive

OCTOBER 13, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, 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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Scripts Interactive Voice Response Analytics Contact Center 96

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

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Quality management Coaching Contact Center Best practices 69

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

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Quality management Coaching Contact Center Management 25

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

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Contact Center Average Handle Time Quality management First call resolution 61

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. Watch our recent webinar, Getting Started with Quality Management , to help you jumpstart your organizations QM process.

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Contact Center Calibration Quality management Call Center 71

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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Self service Contact Center Benchmark Chatbots 79

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

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Analytics Quality management Contact Center Feedback 76

Enghouse Interactive

SEPTEMBER 29, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D AI Insights – Vecko and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

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Interactive Voice Response Self service Chatbots Enterprise 83

teleopti

JANUARY 9, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

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Analytics Quality management Customer Experience Contact Center 70

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Protect Your Experts with Call Recording and Quality Management. Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity.

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Self service Contact Center CRM Quality management 52

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Get started today by diving into our on-demand webinar: How to Infuse AI into QM: What You Need to Know.

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Contact Center Coaching Real estate Brand ambassadors 73

8x8

FEBRUARY 21, 2019

Join our upcoming webinar on February 27th for a live look at how you can use speech analytics and quality management to drive results in your business. And continue to share the results you’ve achieved for your company. Take a Look. Want to take a quick peek in real time?

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Analytics Contact Center Metrics Quality management 85

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. Instead, teams at companies like EmployBridge use artificial intelligence (AI) to analyze each call and identify coaching opportunities.

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Coaching Contact Center Morale Analytics 88

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

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Quality management Coaching Contact Center Calibration 52

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. Achieving these goals requires a special balance between the human touch and technological innovation.

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Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

JUNE 10, 2022

CTA: Check out the on-demand webinar full of tips and tricks to make coaching contact center agents more effective. If you liked these contact center coaching tips, you’ll love the webinar that inspired them. Coaching Tips for Contact Center Agents. Building trust will put you on a path to better outcomes.

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Coaching Contact Center Average Handle Time Best practices 69

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Quality Management Analytics. And NICE inContact can help you do just that!

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Surveys Coaching Contact Center Quality management 55

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. About EvaluAgent.

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Analytics Marketing Average Handle Time Quality management 52

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

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Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

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Contact Center Coaching Quality management contact center solutions 48