Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

DMG Consulting

MAY 26, 2020

WFO Trends in 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). .

Analytics 96

Analytics Contact Center APIs Consulting 96

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

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.

Contact Center 256

Contact Center Quality management Call Center Technology 256

Contact Center Pipeline

APRIL 27, 2022

The events of 2020 have shown us how everything can change practically overnight. The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022. Most people are now accepting that change will continue to happen.

Contact Center 208

Contact Center Quality management Coaching Customer Experience 208

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. billion in 2020. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Social Messaging Remakes the Contact Center.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. For organizations thinking seriously about a cloud contact center, cloud WFM offers an initial low risk stepping stone.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Aspect

JANUARY 3, 2018

If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level? Of the remaining contact centers that are completely on-premises, 58% will move to the cloud by 2020.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. For attracting and retaining customers, many businesses use call recording for adequate quality control. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Monet Software

MARCH 4, 2021

After a tumultuous 10 months for contact centers and agents, new possibilities open. This may seem an awfully philosophical topic to raise in reference to contact centers. This may seem an awfully philosophical topic to raise in reference to contact centers. What do I mean? #1 2 Employee engagement improved.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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 Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. “The 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2017

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. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

APRIL 20, 2020

April 2020. If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. of contact center seats were in the cloud, according to DMG Consulting research. What Contact Center Managers Do Now.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

DMG Consulting

SEPTEMBER 17, 2021

DUE TO THE COVID-19 pandemic, 2020 will go down in the history books as an especially arduous year for economies and companies worldwide. Contact centers in particular have been dramatically impacted by the pandemic, as have most, if not all, departments in public and private institutions and organizations.

Contact Center 48

Contact Center Enterprise Self service Technology 48

Enghouse Interactive

JANUARY 13, 2021

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. say video is vital for managing remote employees. Artificial Intelligence: 71.6%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

SEPTEMBER 10, 2020

And interestingly, nearly one in five (19%) of contact centres said they are looking to update their call recording solutions. 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.

Analytics 40

Analytics Quality management Enterprise Marketing 40

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Please contact Chris Crosby at chris@xaqt.com for questions or further commentary.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

Enghouse Interactive

JULY 29, 2021

of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”?

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Artificial Intelligence (AI) and Unified Communications (UC or UCaaS) are becoming integral to every contact center, with different benefits from each. Blog #3 of 4: Customer-facing agents.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

DMG Consulting

MARCH 16, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Marketing Management 48

Serenova

OCTOBER 7, 2020

At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from home. Maintain team culture.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

DMG Consulting

OCTOBER 18, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. T hese solutions are being used by contact centers to convert unstructured phone conversations into structured data that yields a wealth of information about customer needs and expectations.

Consulting 48

Consulting Consulting Analytics Marketing 48

Certified Languages International

NOVEMBER 10, 2020

While many interpreting companies use contract interpreters, CyraCom touts the use of large contact centers staffed with interpreters covering 200,000 square feet of space across the U.S. million They have 3 ISO certifications in quality management system, community interpreting services, and translation services.

Healthcare 52

Healthcare Government Enterprise Banking 52

CSM Magazine

AUGUST 6, 2020

While the percentage of already fully-cloud-based contact centres are similar in the UK and US, UK contact centres are more rapidly deploying additional cloud-based software, giving them a distinct advantage from the outset. For more information, visit www.calabrio.com and follow @Calabrio on Twitter.

Analytics 52

Analytics Engineering Quality management Contact Center 52

Cisco - Contact Center

AUGUST 18, 2020

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Welcome to Our Monthly Feature Update Blog Series.

Contact Center 109

Contact Center contact center solutions Analytics Entertainment 109

Enghouse Interactive

JUNE 25, 2021

Staff retention problems have plagued the contact centre sector for many years. And the mean staff attrition rate in the sector during 2020 was 20% according to Contact Babel research. Quality management. Quick action by managers can then stop them developing into larger problems for the agent.

Technology 40

Technology Morale Self service Analytics 40