DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Like what you’re reading?

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. AI-Based Prediction of Customer Behavior via Speech Analytics.

Call Center 136

Call Center Contact Center Self service call center solutions 136

NobelBiz

FEBRUARY 27, 2024

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

DMG Consulting

FEBRUARY 8, 2024

Enhancing self-service systems and improving the customer experience tied as the top contact center business goal for 2024. This is the first time in many years that improving the CX was not the sole top priority for contact centers and service organizations. What are your top contact center goals/priorities for 2024?

Contact Center 48

Contact Center Technology Self service Surveys 48

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. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. Digital transformations are proving highly beneficial for customers, companies and their employees. . Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

DMG Consulting

MARCH 11, 2022

This includes: improving customer-facing self-service capabilities (52.9%), improving productivity (49.6%), reducing operating costs (47.9%), starting/continuing the contact center’s digital transformation and improving employee engagement, which tied for 39.8%, improving agent-facing self-service automation (36.6%), and more.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. Decision-makers are considering many factors, including: Is it safe to use AI? Boosting agent engagement? Increasing agent productivity?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

DMG Consulting

FEBRUARY 5, 2020

IVA, bots, RPA, AQM, self-service, WFM, etc.) Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more. Do you plan to implement any automation solutions (e.g.,

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

JANUARY 30, 2024

And when it comes to technology partnerships, given the rapid pace of innovation for AI, automation, and analytics, incorporating third-party systems and applications is a highly effective method to quickly bring new capabilities to market, giving customers additional flexibility in their solutions.

Contact Center 48

Contact Center CRM Enterprise Self service 48

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. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Or building self-service tools based on AI-driven insights to answer customers’ questions without involving an agent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Many contact centers don’t use a formal Performance Management tool, and many are not using the tool they do have in an effective way.

Big data 102

Big data Management Journey mapping Contact Center 102

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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. These solutions also include self-service capabilities to assist employees with internal activities such as scheduling and HR processes.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

CSM Magazine

FEBRUARY 7, 2023

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. This highlights both the operational and CX benefit of investing in an analytic solution.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Analytics 96

Analytics Contact Center APIs Consulting 96

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies. All right, last question.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

DMG Consulting

JANUARY 29, 2021

The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% Not surprisingly, self-service solutions (IVR, IVA, web and/or mobile) was the top response, as reflected by 51.8% Interaction analytics has been one of the unsung heroes of the pandemic. of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

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. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

CSM Magazine

APRIL 25, 2023

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. Also, it allows management to show appreciation for an employee’s efforts and highlight how they bring tangible value to the business.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Analytics 36

Analytics Quality management Contact Center Management 36

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

JustCall

NOVEMBER 24, 2022

According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty. Interaction analytics means that 100% of QA calls can be monitored, ensuring agents follow all business rules and regulations.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Together, the solutions act as an aggregation of customer data from across your organisation, including: App or website usage analytics.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

CSM Magazine

MARCH 13, 2022

They also utilise more complete analytic tools. Some benefits of Avaya OneCloud CCaaS include: Smarter self-service : Deliver intelligent, conversational self-service—24/7—with options to connect with a live agent. Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

NOVEMBER 4, 2020

Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic. Brands know they need to find the right balance between cost optimisation and CX.

Self service 52

Self service Analytics Employee engagement Surveys 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Serenova

JULY 21, 2020

Anytime the alternative would be “rolling a truck” – from public utilities and cable providers to appliance repair – companies can turn to CxEngage Video to conduct pre-visit technician assessments or, better yet, walk the customer through real-time, self-service resolution of the issue. Agent Engagement and Analytics Continuity.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

CSM Magazine

OCTOBER 27, 2020

As an agent-centric platform, Calabrio ONE empowers at-home or office-based agents with comprehensive self-service capabilities, including the ability to self-schedule, trade shifts, book time off and find overtime–all via a mobile app. 2020 has, of course, spawned many changes. “It’s

Analytics 52

Analytics Self service Best practices Quality management 52

Enghouse Interactive

JUNE 25, 2021

If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics. Workforce management.

Technology 40

Technology Morale Self service Analytics 40