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Improve employee performance, operational efficiency, customer satisfaction, and financial results while reducing attrition, absenteeism, and disengagement risk. Contact Center Performance Management, Gamification, Agent Coaching, Quality Management
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Formal quality monitoring and audit program Industry-leading retention and reactivation programs Comprehensive training and assessment programs Multi-lingual call center representatives Business Sectors Special Services Membership and Affinity Marketing Support Insurance and Financial Services Data Breach Remedi...
How to Audit Contact Center Reports A comprehensive review also provides the opportunity to test existing reports’ relevance to the contact center and its stakeholders. Some reports may have outlived their usefulness. For each existing report, ask some value-testing questions: ...
Traceability of OperationsThe VoiceCyber recording system satisfies complete audit trails and records, and comprehensive audit logs can be used to locate the cause of problems and assign responsibility for accidents in security incidents. User operation information is recorded in the audit log, which can...
Contact centers with remote agentsmight struggle to maintain physical security, as these agents don't always have secure workstations. Contact center managers should performphysical or virtual audit checks on their agents' remote workplacesto ensure they meet security standards. ...
Webex Contact Center is a cloud-based solution that enhances customer experience by providing a seamless, intuitive, and flexible platform for managing customer interactions. This guide acts as your navigational compass, offering administrators a clear p
Invite other units to audit your team In my experience, having a fresh eye is invaluable to improve processes and procedures. This can be a scary experience for managers; we fear criticism or appearing inadequate to other members of the management team. Our focus instead should be that a fres...
●Create contact center users. ●Audit trail retention for six months. ●Administer Unified Communications (UC) phones and features. ●Customize dashboards. ●Enable access to most functions via a mobile device (i.e., a smartphone or tablet if the device is connected to the customer’s ...