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

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 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 Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Analytics Marketing 48

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Enghouse Interactive

SEPTEMBER 10, 2020

Just 1% of contact centres surveyed said that they have no intention of using call recording going forward. Whichever category you sit within, the call recording market is evolving whether this is through legislation or new technologies that will revolutionise the quality management space. Compliance challenges.

Analytics 40

Analytics Quality management Enterprise Marketing 40

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. This can be done with anything from one question to an entire survey. Considering adding a new outsource call center partner in 2018?

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

DMG Consulting

MARCH 31, 2017

The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Enghouse Interactive

AUGUST 16, 2018

In a survey of 234 organisations across the UK, 51% of respondents, by far the highest percentage, ranked first-time resolution as the most important factor to a customer (of those listed) when contacting their organisation, with a further 36% placing it within the top three most important factors.

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

DMG Consulting

MAY 8, 2017

DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. DMG foresees the next 3 – 5 years to be highly productive for gamification providers, as this is an area that is attracting substantial interest and investments.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Not surprisingly, 50% of contact centers surveyed invested in new technology because what they were using had become outdated. Here are some of the highlights: Contact Centers and the Cloud.

Contact Center 59

Contact Center Surveys CRM Quality management 59

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) Over the past 15 years, total WFO revenue has gone from $803.4 million in 2003 to approximately $1.7 But market growth is just a part of the story. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. The KM market has come alive in 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

NICE inContact

NOVEMBER 9, 2018

But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40