Agent training is imperative to running an effective contact center. Service Level can't be met properly without training your employees effectively. Training starts with several components from selecting the right agent with the right set of skills to providing ongoing coaching and feedback. Here are six things about agent training your organization should know:
The Austin Contact Center Alliance recently hosted their Fall Symposium showcasing vendors from all over who work with contact center solutions. The all day event included various speakers from organizations like The Austin Chamber of Commerce, Growth Dynamic, LegalZoom and various others. The symposium topics were centered around contact center best practices, leadership strategies and building better teams. They also provided case studies, problem solving strategies and how to manage change in your organization. During each break the attendees spent time networking and visiting each exhibitors booth. CXM Recording and Quality Monitoring showcased as an exhibitor to provide information about contact center solutions.
CXM is hosted a webinar on Five Methods for Building a Forecast. We will review five different types of forecasting and how to use them to best predict your future agent requirements. The webinar will include best practices, a live demo and a Q&A session. Please click the link below to access the webinar.
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CXM Selected for Participation in HGACBuy Program
- CXM’s Recording, Quality Monitoring, and Workforce Management solutions included for cooperative purchasing program, HGACBuy.
FOR IMMEDIATE RELEASE:
HOUSTON, TX (July 11, 2017) – CXM has been selected as part of the HGACBuy government cooperative program for Record & Playback Systems. As an awardee, CXM sells call recording and quality monitoring software to government, not for profit, and educational agencies nationwide participating in the HGACBuy Cooperative Purchasing Program. HGACBuy offers an efficient purchasing process by establishing competitively priced contracts for goods and services. This provides an easy and expedited service, helping members achieve their procurement goals.
CXM recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.
- CXM Recording and Quality Monitoring application is compatible with key Avaya Communication and Contact Center solutions
CXM recorded a webinar on compliance for call recording. Ensuring compliance is a key concern for most organizations. This webinar will include a short overview, live demonstration of benefits of CXM software, and a Q&A session of how our software helps customers enforce regulatory compliance:
- Notification, CFPB, HIPAA, Dodd-Frank Act and PCI Compliance Concerns
Your contact center is the front line to your customers and is critical to the image of your company. In fact, customer service in your contact center can have a bigger effect on customer loyalty and sales than a new website, logo, or storefront. People want to have their concerns heard and handled. You may feel like resources are scarce, but it is easy to overspend in the contact center. Here are five areas to evaluate and how you can find extra money and time in your contact center:
All call recording is not the same, and that is especially true if you have a blended or outbound contact center. Outbound contact centers have unique technology, compliance rules, and scripting. These systems are designed to optimize calling to attempt to ensure live connections with the intended recipient. Being able to easily find recorded calls and deliver them for review, may not just be for quality assurance, but also proof of regulatory compliance. Here are five key concerns you should know if you want to record outbound calls:
Know how technology works - Most blended contact centers use a separate dialer for outbound calls that may not be from the same vendor as their phone system. If call recording is only connected to the phone system, recordings are one continuous recording for the entire calling session. If call recording is only on the dialer, direct dialed or inbound calls are not recorded. Having a system that integrates to both systems allows you to record all calls on your phone system and sub-divide dialer calls into separate recordings. It is also important to be able to identify campaigns and other call statistics provided by the dialer. This is especially important for regulatory concerns. If you are audited, you want to be able to confidently present all of the relevant calls without providing information or calls that are out of scope.
New Release Includes Refresh of Key Applications
HOUSTON, TX August 11, 2016 - CXM announces the general availability of version 5.2. This interim release includes enhancements to optimize network bandwidth utilization mirroring phone system deployment strategies and other network management considerations.
The default payload size and commonly recommended IP payload size for phone systems is 20ms. However, depending on network settings and voice optimization, 10ms and 30ms payloads are becoming more commonly deployed. CXM has added support for 10ms and 30ms payloads for Avaya, Cisco, and Mitel phone systems. For Avaya and Cisco, this is supported with either G.711 or G.729 codec. This enhancement provides a wider range of support to meet our client’s needs, allowing them to choose the deployment methods that best meet their network quality of service requirements.