Quality Management: What is it and why is it important to every Contact Center.
Contact Center Quality Management (QM) is the systematic process used to track and analyze agent interactions (calls, emails, and chats) with customers to ensure that they are meeting expectations. On average, only three to five interactions per agent are reviewed every month and are used to get a broad sense of that agent’s performance. From […]
Desktop Process Analytics: What is it and how it can help to QM your back office.
Desktop Process Analytics (DPA) analyzes how long an agent uses each of their application resources during a call, such as their dialer application, CRM, email, internet browser activity, databases, and so on. DPA allows leadership to identify which software is being under utilized or not being used at all. Once they have that data, the […]
Audit 3 Calls per Month or 1000 Calls per Month?
Let Automated Quality Monitoring (AQM) make the decision easy. Automated Quality Monitoring (AQM) is fairly new technology that is a combination of Speech Analytics and Quality Management, both of which we’ve covered in previous blog posts. Speech Analytics (Speech) is something every Contact Center could benefit from. However, it does have limitations and that’s why […]
Speech Recognition Software
What every Contact Center needs it to efficiently transcribe calls and identify trends. In a 2018 study conducted by Microsoft Corporation on the state of customer service globally, they found that 44% of people surveyed in the United States prefer phone or voice to any other customer service method. That’s an important stat for Contact […]
The Top 3 Issues Affecting Contact Center Expenses
Are you a Contact Center director/executive banging your head against the wall struggling to crack the code on why your center is missing KPIs and goals and operating over budget month after month? As you know, Contact Centers are on the front lines of customer service. While no company ever sets out to operate over […]
The “WFM Impact” Methodology
(What do you mean this thing does much more!?!?) Note: This blog was written by Juanita Coley and originally published on SWPP.org back in 2016. Only minor updates have been made, but the information is just as pertinent today as it was then. Have you ever bought a new phone and didn’t fully understand all […]