Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Quality Management (QM) Solution. Traditional quality assurance measures are good but by the time an issue is revealed, your customer experience has likely already paid the price.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Playvox

MAY 24, 2022

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. How did SoFi utilize Playvox to capture the best of both worlds?

Big data 72

Big data Construction Banking Coaching 72

DMG Consulting

JANUARY 10, 2022

Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Enghouse Interactive

DECEMBER 5, 2018

Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% Real Time Speech Analytics will Evolve into an Agent Coaching Tool. However, the reality on the ground is somewhat disconnected from the hype.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Enghouse Interactive

FEBRUARY 5, 2021

Many people have used the opportunity to move outside big cities – London is set to see a drop in its population in 2021 for the first time in 30 years. Quality management systems. People enjoy the greater flexibility that not having to travel to work provides and the additional free time it should create.

Self service 40

Self service Coaching Chatbots Quality management 40

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. Quality management. Performance management tool built around collaboration and coaching.

Analytics 48

Analytics CRM APIs Contact Center 48

Enghouse Interactive

JANUARY 13, 2021

of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. of the success group are already delivering results from their CX projects, whereas only 64.9%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Serenova

OCTOBER 7, 2020

Call Center supervisors need to devote time to personally connect over video, reviewing customer interactions — recorded via quality management tools — to both reinforce that agents are valued, and that their individual performance matters. From agile tech titans like Google, Facebook, and Apple to stalwarts like U.S.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Enghouse Interactive

FEBRUARY 18, 2021

For 2021, 79.6% It’s an investment that drives both tangible and intangible benefits for customers and the organization. Prioritize CX transformation initiatives successful companies ensure that CX projects have executive leadership commitment and support. Increased spending for CX-related technologies is imperative.

Contact Center 56

Contact Center Analytics Self service Finance 56