Machine Learning Authors: Yeshim Deniz, Pat Romanski, Liz McMillan, Elizabeth White, Corey Roth

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CXM v5 Redefines Quality Monitoring for Contact Centers

Version 5 sets the pace for modern workforce optimization tools

HOUSTON, Aug. 14, 2014 /PRNewswire/ -- With the release of version 5, CXM is re-writing the rules on contact center workforce optimization.  In the past, coaching education seminars and coaching software programs where miss-aligned.  CXM streamlines the quality monitoring process and allows contact centers to adapt to new training and coaching methodologies.  Some of the key capabilities that help facilitate this include: automated workflows, integrated eLearning, robust agent portal with testing and training tools,  email integration for notifying agents of evaluations, and integrated agents response.   

Quality Monitoring programs tend to be focused on feedback and agent scoring.  Coaching seminars teach new techniques, but frequently the software tools available are too cumbersome to allow conforming to new coaching styles.  One-on-one time with agents it typically focused on reviewing calls to provide high level coaching. However, because of time constraints, results are slow or show minimal impact.  CXM automates the agent coaching process, allowing the agents to respond to coaching questions from the evaluation itself. This creates immediate two way communication between the agents and coaches.  Desired results occur faster and the agents are less likely to fall back into old routines.  Coaching sessions can then be focused on the results of coaching and agent development.

New features in this release include: enhanced agent portal platform for agent evaluations and eLearning, email agent notifications of pending training or evaluations, agent response capability that stores the agents response with the evaluation and sends a copy by email to the evaluator, updated web user interface for a cleaner easier user experience, and enhanced call recording capabilities for Avaya, Cisco, Mitel, NEC, Nortel, Genesys, and Zeacom.

Current CXM maintenance customers on at least version 4.5 will receive the upgrade at no charge and should contact the CXM help desk online at support.4cxm.com to learn more about scheduling the upgrade.  

CXM stands for Customer Experience Management.  A little over 15 years ago, a client in the financial industry was in need of a call recording solution, but found the available systems to be difficult to use and expensive.  CXM set out to solve this customer's pain and still drive development around customer needs.  CXM has grown from a recording system to a robust quality monitoring solution. CXM still focuses on one single thing – simplicity. With a simple intuitive interface, CXM delivers results that help our clients protect their business and exceed customer expectations. For more information on CXM, call us at 1-866-400-4296 or learn more at cxmrecord.com.


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