Tag Archives: agent coaching

Quality Management Suite Video: Flagging Interaction Recordings

Enghouse Interactive Quality Management Suite features the ability to flag interaction recordings with relevant business information (account numbers, tag for follow-up, etc.). View our new tutorial video to learn how to create free-form or pre-defined flags for your users.

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Enghouse Interactive News Highlights

It was a busy week last week for Enghouse Interactive, and we wanted to share with you some of the exciting news highlights with you: Telecom Reseller: Bruce Sherman, quality management product manager for Enghouse Interactive, participated in a podcast to discuss the new features of version 5.0 of the Enghouse Interactive Quality Management Suite. [...]

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Next Generation of the Quality Management Suite

Today Enghouse Interactive announced the release of our next generation Quality Management Suite version 5.0. I wanted to take to the blogosphere to say a few words (okay, more than a few) that the usual press release format doesn’t really allow me to get away with. This release and the subsequent releases leading up to it has [...]

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Interaction Recording

Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. For the past decade, there has been increasing desire within contact centers to improve upon customer satisfaction and experience, in order to keep customers loyal [...]

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New Video: Call Recording, Workforce Management, and Quality Management Software

From call recording to quality monitoring, and workforce management, Telrex can help you improve your customer service, leverage your IP telephony investments, improve productivity, and adhere to industry regulations. View the Telrex product overview to learn more about our call recording and monitoring, quality management, computer recording, and workforce management offerings: >> View the video now.

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How Are You Using Customer Conversations?

Your company’s everyday telephone conversations can be a treasure-trove of business information and training opportunities. If you’re using call recording software to capture conversations, you’re on the right path to tapping the information within each call. There are many different ways that you can leverage your daily customer interactions, including: Create a call library that highlights [...]

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Putting the Voice of the Customer to Work

Call recordings can be used for many different purposes: resolving customer disputes, complying with regulations, increasing security, improving processes, or enhancing employee productivity. Employee training and coaching can also be enhanced by providing the voice of the customer during feedback sessions. Skills like empathy and listening can be included in customer service training sessions, until [...]

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Four for Friday

Another Friday is upon us! Malls are packed with holiday shoppers and the city is abuzz with the hustle and bustle of holiday activities. As we wrap up another week of business, take a few moments to enjoy some management and customer service inspiration: Paul Williams encourages managers with his article “Don’t Hog the Glory, Invest [...]

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Four For Friday

It’s Friday! This week, I was struck by a few blog posts on topics related to the customer service and contact center industry. Grab a cup of coffee and enjoy the following posts: Tom Vander Well reflects on the question “We Can Record Calls. Now What Do We Do?“ Michele McGovern discusses 4 Ways to Sound Better [...]

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Happy National Customer Service Week!

As proclaimed by the United States Congress in 1992, National Customer Service Week is observed the first full week in October. Celebrating National Customer Service Week can be an opportunity for companies to celebrate their customers and their employees and is a great way to boost employee morale and increase employee satisfaction. eHow.com offers ideas to [...]

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