Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Prioritization of potential customer experience improvements is also important.

Customer Experience 94

Customer Experience Metrics Morale Feedback 94

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. Ensure you’ll continue to have access to your complete customer histories.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

CSM Magazine

JANUARY 9, 2023

With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

JustCall

NOVEMBER 24, 2022

“The customer care representative I just spoke to was extremely helpful, patient, courteous, and knowledgeable. ” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. 3 Methods Of Contact Center Quality Management.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Hodusoft

JUNE 17, 2021

Companies now view the call centers as an opportunity to provide strategic, experience-oriented customer care. Organizations that understand this plural nature, stay agile, and create a consistently positive customer experience will prosper and move forward. .

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. Before digging into our customers’ expectations, let’s get some clarity on what it means to be a digital contact center.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

COPC

AUGUST 16, 2022

Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight. A quality assurance program offers one of the best windows into the customer experience. However, quality scores and CSAT results often tell different stories.

Calibration 76

Calibration Metrics Benchmark Surveys 76

Upstream Works

JANUARY 25, 2022

And since customer journeys aren’t linear and straightforward but a series of handoffs between traditional and digital channels that can vary significantly by customer type, an effective omnichannel transformation strategy requires an all-encompassing view of the customer journey. A Unified Agent Desktop.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

Contact Center 48

Contact Center Technology Quality management Engineering 48

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JULY 21, 2020

In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Aspect

AUGUST 16, 2019

Each month, Aspect and ASUGA recognize and reward individuals using an Aspect solution to deliver experiences that go the extra mile (GEM). These exceptional customer experiences can come from both front-line agents and from back-office team members. Monthly winners receive: $25 Amazon gift card. Brian Azuogu. Richard Sandoval.

Engineering 64

Engineering Quality management Customer Experience Management 64

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. For many years, companies have used QM software and techniques to optimize their customer service operations.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

NICE inContact

AUGUST 6, 2019

There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. 7) Incorporating AI capabilities for self-service.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

Serenova

JULY 21, 2020

In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

NICE inContact

AUGUST 6, 2019

There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. 7) Incorporating AI capabilities for self-service.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

DMG Consulting

MAY 7, 2018

KM facilitates collaboration among departments, which improves the customer experience. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

Serenova

OCTOBER 7, 2020

While some customer experience (CX) organizations may have had the necessary contingency plans, IT resources, and infrastructure flexibility they needed already in place, most haven’t been so lucky. Don’t micro-manage agents. Macro-manage the customer experience. But that seems to be changing.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

DMG Consulting

NOVEMBER 29, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Serenova

JUNE 20, 2019

Solution: A complete workforce engagement suite , including Workforce Optimization, to improve agent performance and customer experience; Workforce Management for agent scheduling and forecasting; and Quality Management for recording and evaluating interactions can positively impact customer and agent retention and satisfaction.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. However, managing a contact center doesn’t come without its challenges and risks. How can the AHT be reduced without affecting quality?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

NobelBiz

MARCH 23, 2022

Get answers to these questions: How many customers will you be servicing? How will you improve the customer experience once implemented? From speech analytics to quality assurance and quality management (QA/QM) and gamification, it all comes down to compatibility and the correct fit for the firm.

contact center solutions 52

contact center solutions Contact Center voip call center software 52