Monet Software
DECEMBER 14, 2018
At the contact center, this is a chance to focus on priorities, and think about better ways to serve your customers. “A A renewed focus on quality management” should be on a lot of resolution lists this year. Find out more about Monet Quality. Check out a demo of Monet Quality Management in action.
Playvox
NOVEMBER 16, 2021
The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.
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DMG Consulting
SEPTEMBER 4, 2020
Contact Center WFO Solutions In the Future. The contact center WFO suite market has performed well in both good and challenging economic times. It is not known how the contact center WFO suite market will perform during the coronavirus pandemic, as there is no precedent for this type of crisis.
Contact Center Pipeline
APRIL 8, 2021
Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital interaction tools, greater automation of interaction evaluations and the growing importance of agent engagement and satisfaction.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
DMG Consulting
SEPTEMBER 30, 2021
The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. billion in 2019. billion in 2019. billion, up 2.7
NICE inContact
JUNE 17, 2019
In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. 90% of businesses support phone, and 83% measure phone quality — great!
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
But Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. I addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels.
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