Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Those questions are not likely to stop during 2019. We expect to see the adoption of technologies like unified communications and collaboration environments like Microsoft Teams and Slack gain more and more traction during 2019.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Beyond Philosophy

JANUARY 12, 2023

From 2010 to 2019, two-thirds of organizations did not improve their customer satisfaction, while all the effort went into improving Customer Experience. His career started at IBM, and he remembers the total quality management days. Now, TQM is just part of the job, so total quality management doesn’t get a focus anymore.

Engineering 195

Engineering Quality management CRM Customer Experience 195

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. Dimension Data 2019 report.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

Beyond Philosophy

DECEMBER 30, 2021

It was a recently introduced idea that built upon the previous wave of change, which I remember was Customer Relationship Management, which replaced Total Quality Management, and so on, and so on. . Between 2010 and 2019, only 30 percent of the companies tracked on the ASCI increased their scores.

Personalization 195

Personalization Consulting Consulting Quality management 195

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). Organizations also recognized that the Japanese companies were exceptionally skilled at getting quality right. We had a problem 20 years ago, too.

CRM 195

CRM Consulting Consulting Quality management 195

Aspect

OCTOBER 23, 2019

Many of our ACE 2019 attendees got first-hand experience with some of the changes within the Aspect Education Services (AES) organization. The post Aspect Training and Certification Updates appeared first on Aspect Blogs. The Aspect Master Program was just the beginning of new learning opportunities from AES.

Education 70

Education Quality management Feedback Management 70

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

Analytics 76

Analytics Quality management Contact Center Customer Experience 76

teleopti

JANUARY 9, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. While this is the last blog to be published on Teleopti.com you can keep updated with new posts (as well as access an archive of combined blogs) by visiting the Calabrio blog and signing up for the latest insights.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Certified Languages International

NOVEMBER 10, 2020

Other notable statistics: According to CSA, CyraCom employs 2,396 full-time positions in 8 locations Their 2019 revenue was $156.70 million They have 3 ISO certifications in quality management system, community interpreting services, and translation services. Related: See How Easy It Is to Get a Telephone Interpreter.

Healthcare 52

Healthcare Government Enterprise Banking 52

Serenova

AUGUST 11, 2020

A 2019 study found estimated it costs $5,000 – $7,000 to hire and train a new agent. Check out the company podcast , download product guides, and read the company blog. CxEngage Quality Management. You never know what you might learn. How Serenova Helps Call Center Agents Succeed.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Serenova

AUGUST 11, 2020

A 2019 study found estimated it costs $5,000 – $7,000 to hire and train a new agent. Check out the company podcast , download product guides, and read the company blog. CxEngage Quality Management. You never know what you might learn. How Serenova Helps Call Center Agents Succeed.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and a “Top 50 Social Media Marketing Influencers to Follow” by TopRank. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Avaya

MAY 20, 2019

Quality Management? Workforce Management? If you’re in the Orlando area this week, we hope to see you at Verint’s 2019 Engage Conference taking place May 20-23. The post Avaya and Verint: Two Market Leaders, One Incredible CX Strategy appeared first on Avaya Connected Blog. Call recording?

Marketing 11

Marketing Self service Contact Center Quality management 11

Fonolo

MAY 7, 2015

Posted by Gary Vaynerchuk on Monday, June 17, 2019. If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. Handpicked related content for you: Top Customer Service Blogs to Read in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126