Contact Center

Improving Contact Center Compliance With Improved Data Analysis Technology

The managers and team leaders overseeing the operations of a contact or call center have a lot of work to do even outside of the pressing daily tasks of coaching agents, assisting customers, and reporting to superiors in the company hierarchy. Contact center leaders are often responsible for tracking the data required to maintain compliance …

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Can Contact Center Quality Assurance Be Improved Through Speech Analytics?

When customers reach your contact center they need to have an experience that meets their needs, resolves their concerns, and establishes the trust required for a continued relationship with a company. Effective leaders should establish protocols for assessing that quality in order to ensure that customers consistently receive the very best service. Quality assurance provides …

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Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Objectivity Contact center reliability in terms of delivering the value promised to customers depends largely on the performance of individual employees. Thus, in order to ensure that optimal effort is given on each and every call, management teams are required to implement contact center quality monitoring (QM). In most cases, this task is performed by …

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Contact Center Essentials: 5 Keys to Success

Excellent customer service stems from a variety of components, such as a well-performing contact center. While smoothly operating call centers utilize specific elements that drive top-notch performance, few contact centers reach this level of service. With growing customer demands, businesses need to rethink which features empower successful customer service experiences. Identifying and Meeting Customer Needs …

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Social Media Customer Care

Is your call center prepared for customer service through social media? REGARDLESS OF YOUR PERSONAL FEELINGS ON SOCIAL MEDIA, IT IS NO LONGER AN OPTION IN THE BUSINESS WORLD—IF YOU WANT TO SUCCEED, THAT IS. What does success look like? Well, in many ways not all that dissimilar to what it did in generations past—happy …

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How to Incorporate DMAIC Processes into the Contact Center

The globalization of the contact center industry has created a competitive environment which demands that companies not only meet client expectations, but do so as efficiently as possible. Many in the field are finding that integrating a data driven approach for creating and improving processes provides the methodology for implementing change and improvement. One such …

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What Is An Omni Channel Contact Center?

‘Omni channel interaction’ is the new buzzword going around customer contact centers, but although serious business owners know they should be implementing it, there are still many who haven’t quite got it right, and they could be losing valuable customers because of it. Worse still, some businesses claim to offer omni channel interactions without really …

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