NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Steve DiGioia

AUGUST 8, 2022

I say it’s the manager’s fault. Everything that goes wrong in a company or department is because of management. And it’s the manager’s fault if they’ve allowed a divisive culture to form where some believe race, or favoritism, is permitted. You’re managing through fear – and laziness.

Management 147

Management Training Culture Groups 147

ShepHyken

FEBRUARY 15, 2019

From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t. It helps them manage stock. Employee recognition is really important , but it’s tough to accurately evaluate your employees without any numbers to support your feedback.

e-support 90

e-support Retail System Sales 90

AWS Machine Learning

SEPTEMBER 22, 2023

We also show you how to perform human evaluation to quantify the improvements of the resulting model. In this blog post, we ask annotators to rank model outputs based on specific parameters, such as helpfulness, truthfulness, and harmlessness. RLHF further refines and aligns the model’s behavior with human preferences.

Training 97

Training Policies e-support Data 97

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For example, data from evaluated calls can be used within a performance improvement process to improve agent development and engagement.

Contact Center 139

Contact Center Call Recording Policies Software 139

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

Culture 86

Culture Company Communication Employee Engagement 86

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

NICE inContact

AUGUST 1, 2019

But it may have been five years or more since you last evaluated technology options or vendors for call center software. Where do you start and how do you manage the process? The post Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner appeared first on NICE inContact Blog. So much has changed.

Contact Center Software 138

Contact Center Software Contact Center Software Call Center 138

Forrester's Customer Insights

FEBRUARY 13, 2024

I am starting my third Forrester Wave™ evaluation for the market that used to be called the Security Awareness & Training (SA&T) market. We’ve been calling it Human Risk Management when advising clients the last few years, but finally reached the decision to formally retire the SA&T nomenclature.

Management 55

Management Training Marketing Government 55

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. Sometimes agents think to themselves “Who are these evaluators to tell me what good service is? at 12 PM Eastern.

Engagement 120

Engagement Management Contact Center Telecommunications 120

NICE inContact

JANUARY 28, 2019

That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so.

Call Center 136

Call Center Contact Center How To Poor Customer Service 136

NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. You keep telling the contact center they need to improve on digital channels, but just like on voice, agents need ongoing evaluation, feedback, and coaching to improve.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. You keep telling the contact center they need to improve on digital channels, but just like on voice, agents need ongoing evaluation, feedback, and coaching to improve.

Analytics 136

Analytics Customer Experience Management Contact Center 136

ShepHyken

FEBRUARY 16, 2018

These shops are relatively easy for evaluators because it can be completed in the comfort of their homes, and they grant you a better understanding of what improvements you need to make on your site to become the number one destination in your industry.

Measurement 86

Measurement Ecommerce Analysis Industry 86

ShepHyken

NOVEMBER 30, 2018

As an example, evaluate abandonment within your web self-service channels. Brian Cantor is the Principal Analyst for the Customer Management Practice. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

Clarivate

NOVEMBER 15, 2023

Our 2023 evaluation and selection policy As the need for high-quality data from rigorously selected sources is becoming ever more important, the Institute for Scientific Information (ISI) has had to adapt and respond to technological advances and changes in the publishing landscape when selecting individuals for inclusion.

Policies 130

Policies Analysis Exercises Groups 130

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Proof in action. Download the full Forrester Wave report here.

Contact Center 136

Contact Center Course Report Analytics 136

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. How do you manage these “virtual” agents?

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

AWS Machine Learning

MARCH 25, 2024

In this blog post, you will learn how to power your applications with Amazon Transcribe capabilities in a way that meets your security requirements. In the following sections of the blog, we cover different mechanisms Amazon Transcribe has to protect customer data both in transit and at rest.

Guidelines 81

Guidelines Resources Connections Communication 81

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on! So, which renewal ownership model is best for your organization?

Customer Success 71

Customer Success Sales eBook Resources 71

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. The report states that our platform offers “laudable flexibility.”

Report 91

Report Trends Customer Success Self Service 91

SurveySparrow

APRIL 28, 2023

Traditional employee performance management methods are now becoming obsolete. With the rise of technology-driven solutions, performance evaluation software has emerged as a game-changer in the modern workplace. These methods were time-consuming, error-prone, and lacked consistency across different evaluators.

Software 52

Software Employee Engagement Culture Analytics 52

BirdEye

MARCH 1, 2024

But just as importantly, leveraging E-E-A-T is crucial for effectively managing clients’ websites. In this blog, we’ll explore: How Google assesses E-E-A-T Why E-E-A-T guidelines matter for your agency (and for your clients) Actionable strategies to optimize E-E-A-T and reign supreme in the digital realm Let’s dive in.

Guidelines 59

Guidelines Social Media Case Study Effort Score 59

ShepHyken

MARCH 2, 2018

This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. Managers often assume that sales staff push product because they have an immediate incentive to do it, but this is not the case.

Retail 79

Retail Culture Sales Study 79

Experience Investigators by 360Connext

DECEMBER 3, 2014

360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Totango

APRIL 15, 2022

Let’s take a look at a few ways to evaluate a new platform to ensure you make the right choice. What to Consider in Your Evaluation. As with any new technology solution or tool, you need to make sure you are asking the right questions and looking for the right features when evaluating a new customer success platform.

Customer Success 84

Customer Success How To NPS Resources 84

SurveySensum

JANUARY 22, 2024

To be a good project manager, you need to understand what everyone expects and make sure everyone is happy. This is where the best project managers shine. In this blog, we will look at why stakeholder expectations are so important and strategies to balance their expectations. It’s like an art.

Strategy 52

Strategy Management Groups Communication 52

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps to strengthen their engagement and satisfaction.

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

AWS Machine Learning

MARCH 6, 2024

between(100, 512)] # Remove unnecessary features df = df[["Sequence", "Kingdom", "Membrane"]] Next, we tokenize the sequences and split them into training and evaluation sets: dataset = Dataset.from_pandas(df).train_test_split(test_size=0.2, Configuration Billable Time (min) Evaluation Accuracy Max GPU Memory Usage (GB) Base Model 28 0.91

Training 93

Training Examples Data How To 93

Ann Michaels and Associates

NOVEMBER 1, 2023

We discussed Brand Audits in a previous blog, which is another type of overt audit. Overt Operational Audits: Overt operational audits are a formal and openly conducted evaluation process. Inventory Management: Stock levels: Verify that inventory is adequately stocked and meets customer demand.

Policies 52

Policies Retail Guidelines Insurance 52

ClearAction

NOVEMBER 11, 2022

This allows management to remove roadblocks, applaud progress, and keep in-tune with what customers will experience. Require proof of agile management: getting customer feedback early and often, and learning from it to assure success. Make the 5-why’s and action planning an annual workshop for every work group.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

SurveySparrow

DECEMBER 26, 2022

If you manage a team of employees, it’s important to have a way to fairly and accurately assess their performance. In this blog post, we’ll give you everything you need to know about behaviorally anchored rating scales: . How to use BARS in performance evaluations. Behaviorally anchored rating scales: A definition.

Analysis 52

Analysis Tools Measurement Training 52

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Government 123

Government Training Data Policies 123

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. Invest in communication skills training for your team.

Leadership 98

Leadership Culture Communication Exercises 98

COPC

APRIL 19, 2016

This is the fourth post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.”. 4 Evaluate transactions from the customer’s perspective, focusing on systemic issues impacting performance. #5 Shouldn’t quality programs evaluate agent behavior? However, COPC Inc.

System 40

System Effort Score Customer Satisfaction Return on Investment 40

Totango

MAY 19, 2021

At Totango, we understand the importance of this decision, so we built a Customer Success Platform Evaluation Scorecard to provide you with a customizable template to help you narrow down your search and evaluate platforms against one another based on the factors that are most important to your specific business requirements.

Customer Success 106

Customer Success Analysis Customer Retention Meeting 106