Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Contact Center Pipeline

Inside The Issue Metrics agent desktops agent engagement attendance brand management call center contact center customer analytics customer experience key performance indicators KPIs on hold music quality management service qualityVacations are dwindling down.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Understanding what types of calls are coming allows management to create training and best practices for the most common scenarios.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Sell the Value of Data Insights to the C-Suite

NICE inContact

The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

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. As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed

Verint

Although most organizations have a quality program in place, they often produce less than compelling business value. What’s more, traditional quality programs don’t provide organizations with the responsiveness needed to affect change.

5 Helpful Contact Center Tools for Managers

NICE inContact

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Speech and desktop analytics dramatically improves a contact center’s ability to uncover insights, identify key issues and complaints, prevent high-impact incidents and handle customer interactions more effectively and efficiently. The post 5 Helpful Contact Center Tools for Managers appeared first on inContact Blog.

The Customer is Changing: Decipher the Clues

NICE inContact

There is so much value in “small” quality management data. Looking at quality of your interactions based on your current processes is critically important to create great customer experiences. A great place to start is speech analytics. for speech analytics.

Verint Speakers: Combatting Fraud and Understanding Your Customers

Verint

Sherry will discuss how voice of the customer solutions help enable enterprises to find the information that can help them move toward best-in-class customer engagement optimization and combine workforce optimization and customer analytics to create positive and memorable customer experiences.

CRM 28

Call Quality Monitoring Dos and Don’ts

NICE inContact

Quality monitoring plays an important role in the performance improvement process to make sure both needs are met. It may sound as easy as simply listening to calls and telling people what to change, but great quality monitoring is a much more nuanced endeavor.

NICE Systems Announces the Launch of Total Voice of the Customer (TVOC)

Natalie Petouhof

TVOC leverages NICE’s Voice of the Customer solution, alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics. With the acquisition of Nexidia Interactive Analytics, NICE’s VOC capabilities will be even further strengthened, creating a true Customer Analytics Powerhouse. . How Does Nice’s Integration of VOC Affect Quality & Performance Management?

Thanks to AI and RPA, the WFO Market Surges

DMG Consulting

The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. Workforce management was the first WFO application to move to the cloud, but enterprises are increasingly asking their vendors to make many of the other 11 modules available in the cloud as well, and the vendors are responding. ANALYTICS, AI, AND RPA. Thanks to AI and RPA, the WFO Market Surges.

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG Consulting

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 2017 Contact Center Workforce Optimization Market Share Report. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

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 2017 Workforce Optimization Mid-Year Market Share Report. million between the first half of 2016 and 2017.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

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 2018 Knowledge Management Product and Market Report. million in 2016 to$1,655.3 between 2016 and 2017, after having grown by 11.4%

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats.

Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement, IMHO: Emotionally-Driven Value (EDV), PDQ

Beyond Philosophy

Maybe it’s just analytical complacency. Fred Reichheld, in a 1993 Harvard Business Review article (“Loyalty-Based Management”, March-April, 1993, p. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In

B2B 195

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

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 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. billion (excluding carrier revenue) as of the end of 2016.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Use Real-Time Quality Assurance.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Use Real-Time Quality Assurance.