Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

DMG Consulting

MAY 26, 2020

What technology will help us manage this shift? Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move.

Contact Center 48

Contact Center Technology Gamification Management 48

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

CSM Magazine

OCTOBER 10, 2023

Understand that the problem is not empathy in itself but how it is coached. To lower AHT without negatively influencing service quality, many contact centres target each of these three parts individually. For example, they may reduce talk time by implementing agent-assist technologies or they improve call routing to lower hold times.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). We’re also seeing a new wave of workforce management and speech analytics vendors that are hoping to open up the market by giving companies different options.

Management 62

Management Enterprise Analytics Contact Center 62

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. View this article on the publisher’s website.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model. After-interaction summarization.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

CSM Magazine

APRIL 25, 2023

Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed. With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

JANUARY 5, 2022

New technologies will help contact centers be more agile in the new year. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

APRIL 18, 2023

This is where an investment in analytics pays off for example. The beauty of analytics is that it helps seek out win-win opportunities, highlighting where to spend and where to make small changes that ultimately produce big gains in customer service. Start by uncovering the biggest hurdles to CX in your organisation.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction.

Coaching 88

Coaching Contact Center Morale Analytics 88

CSM Magazine

JUNE 22, 2023

Calabrio leads the charge by placing employees firmly in the driver’s seat, merging cutting-edge technology with innovative design to amplify job satisfaction and performance, regardless of location. Support for Hybrid Operations: The modern workforce demands flexibility and autonomy, irrespective of organisation size.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Hodusoft

JUNE 17, 2021

The data sources include approved user reviews, public data sources, and data from technology vendors. . Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Kartik Khambhati, Co-Founder & CBDO said.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. Generative AI is ideal for service organizations due to its ability to create content in response to inquiries.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

DECEMBER 7, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

CSM Magazine

JUNE 24, 2021

Connected technology for a Connected Enterprise – opt for connected technology for maximum positive customer impact. Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah.

call center software 210

call center software Call Center Contact Center Analytics 210

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.

Quality management 40

Quality management Analytics Coaching Enterprise 40

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

FEBRUARY 7, 2023

Others who learned from the past will continue to invest in new CX technologies. A good example is speech analytics. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Analytics also play a huge role in improving CX.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Enghouse Interactive

DECEMBER 5, 2018

Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Despite the onward march of the robots, older, more traditional types of interaction technology still dominate in the contact centre today and we expect that to continue for some years to come.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

JustCall

MARCH 7, 2023

It includes managing various activities such as employee hiring and onboarding, agent coaching and training, task scheduling, team communication, performance monitoring, etc. Most contact centers function in a fast-paced and chaotic environment, which makes effective management crucial for success.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

NobelBiz

AUGUST 3, 2021

In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. There are three categories of training to consider: onboarding, ongoing training, and coaching. Implement effective online training.

At home agents 78

At home agents Coaching Gamification Metrics 78

CSM Magazine

MAY 5, 2022

When combined with modern call recording, quality management and performance coaching, today’s analytics-driven solutions offer a complete, end-to-end personal development toolkit. 7 ways to crack the code using agent self-scheduling. Agent self-scheduling is just one way to engage and motivate employees.

Self service 52

Self service Service level Analytics Coaching 52

Enghouse Interactive

OCTOBER 21, 2020

Training is key – to facilitate change and to make the agents comfortable with the new technologies. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Augmented conversations – aided by Artificial Intelligence – will be the new normal.

Self service 76

Self service Contact Center Benchmark Chatbots 76

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

RapportBoost

JANUARY 29, 2019

At RapportBoost, we think that happens on two levels: within the language of chat itself, and within the management structure of the chat team. Our data scientists employ complex analytics to unlock new territory and revenue potential in familiar customer interactions.

Coaching 51

Coaching Revenue potential Analytics Contact Center 51

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43