CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers.

CRM 59

CRM Self Service Omni-Channel Telecommunications 59

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead.

Contact Center 29

Contact Center Management Call Recording Employee Engagement 29

rethinkCX

JUNE 12, 2024

Open communication is vital in a call center environment to foster collaboration, maintain employee engagement, and improve overall performance. Your staff is THE connection to your customers - create the space for feedback and suggestions that will better customer experience. Give them the tools to manage all complaints.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

Open communication is vital in a call center environment to foster collaboration, maintain employee engagement, and improve overall performance. Your staff is THE connection to your customers - create the space for feedback and suggestions that will better customer experience. Give them the tools to manage all complaints.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

BirdEye

JUNE 14, 2023

Having a proper internal communication system allows you to deliver timely, consistent information to your employees, engaging them and reinforcing the team atmosphere. The best VoIP solutions also offer voicemail, call recording, custom caller ID, and voicemail-to-text features.

Communication 98

Communication Social Media Video Meeting 98

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help.

Contact Center 30

Contact Center Call Recording Resources Technology 30

Avaya

JUNE 18, 2018

Automated Quality Management can take your quality assurance program to the next level by automating scoring for some or all questions on an evaluation form—empowering quality managers to shift resources from scoring customer interactions to focus on coaching agents, so they can improve customer satisfaction and employee engagement.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

CSM Magazine

OCTOBER 30, 2019

CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers? Data is central to success when it comes to creating dynamic CX and actionable strategic business intelligence.

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

Verint

NOVEMBER 1, 2017

Join Jacobs and Emenecker as they discuss automated quality management and their insights into these five important questions to be addressed live during the webinar: How can you communicate the benefits of automation to your employees? Should all recorded calls be autoscored? Should manual evaluations still be conducted?

Data 26

Data Employee Engagement Groups Technology 26

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. This will keep your stakeholders and employees engaged and ensure that the customer experience measurement program is poised for growth and success.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

SmartKarrot

SEPTEMBER 24, 2020

Additionally, do some analysis of your call records. And ascertain what the main drivers are for the call transfers or escalations. Once you do that, collect employee engagement data. Analyze your data . To really understand where you are missing out on, you will have to know your data first.

Net Promoter Score 10

Net Promoter Score NPS Call Recording Feedback 10

Smith+co CX

DECEMBER 12, 2016

In conclusion… A leading global brand has recently introduced peer feedback sessions for its contact centre employees. Small groups of agents get together and listen to call recordings. It’s early days, but the project is now going really well and seeing results in terms of quality improvements and employee engagement.

Management 28

Management Average Handle Time Culture Call Recording 28