Monet Software

MARCH 4, 2021

No one had all the answers in 2020—not call center executives, workforce managers or agents themselves. Many call centers looked to workforce management software to deal with scheduling issues and take a time-consuming manual task of leaders’ plates. What do I mean? #1 1 Efforts to garner employee input increased. Of course not!

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Enghouse Interactive

JANUARY 15, 2021

Looking forward into 2021, now is the time to get contact centre systems ready for the year ahead. While it is difficult to predict the near-future, focusing on five key areas for improvement will help get your contact centre fit for 2021, and beyond, however the world evolves. Deliver a personalised experience.

Self service 40

Self service CRM Quality management Feedback 40

Enghouse Interactive

DECEMBER 3, 2020

The positive news is that 2021 is unlikely to be a year of such radical disruption. With most people working from home, maintaining data security and compliance becomes much more difficult and we’ll see a bigger focus on getting this right in 2021. In 2021 we’re very likely to see further growth in video within contact centres.

Enterprise 42

Enterprise Customer centricity Analytics Engineering 42

Beyond Philosophy

DECEMBER 30, 2021

As we end 2021, we are emerging from under the shadow of the pandemic and getting on with life. It was a recently introduced idea that built upon the previous wave of change, which I remember was Customer Relationship Management, which replaced Total Quality Management, and so on, and so on. . There you have it.

Personalization 195

Personalization Consulting Consulting Quality management 195

Eptica

FEBRUARY 5, 2021

Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. Published on: February 05, 2021. You might also be interested in these posts: 5 ways to get your contact centre fit for 2021. Share this page on: Tweet.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. The innovative technology aligns quality results with the customer experience and key business metrics. Management at all levels can receive actionable real-time data and immediately uncover the root causes of performance issues. About COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

Comm100

JANUARY 18, 2022

On average, chats per agent increased by 33% in 2021. The increase in chats per agent in 2021 therefore is a correction as teams began to return to normal. Customer satisfaction (CSAT) scores saw a minor decrease among all team sizes in 2021, at 84% compared to 85.6% Teams of 26+ agents experienced the highest increase at 101%.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

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.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM). The Transformational Value of Interaction Analytics. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Spearline

FEBRUARY 17, 2022

The same article also referenced a survey from January 2021 by IDC. Increasingly, more organizations are taking a proactive approach to audio quality management. The Spearline platform allows organizations to test connectivity and quality on global telecoms networks. In November, we wrote about why latency matters.

Telecommunications 96

Telecommunications Call flow voip Surveys 96

AWS Machine Learning

AUGUST 17, 2022

The AWS website is currently available in 16 languages (12 for the AWS Management Console and for technical documentation): Arabic, Chinese Simplified, Chinese Traditional, English, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Thai, Turkish, and Vietnamese. About the authors.

Engineering 77

Engineering Government Analytics Best practices 77

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. My manager gives us the freedom to get our work done and doesn’t micromanage.”

Contact Center 84

Contact Center Transportation Management Feedback 84

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) 1) 2021 Accenture Interactive, [link]. Get it here now. (1)

Contact Center 97

Contact Center Self service Chatbots CRM 97

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes. What’s Next for Contact Centers.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

CSM Magazine

APRIL 22, 2021

In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. . Save the date for Calabrio’s Big CX Quiz at 10am on Wednesday 5 May 2021. Magnus Geverts is VP, Product Marketing and Management at Calabrio. What’s next?”.

Analytics 52

Analytics Best practices Chatbots Self service 52

DMG Consulting

MARCH 30, 2021

March 30, 2021 By Donna Fluss. With vaccine distribution beginning to ramp up worldwide, the pandemic will pass, and it will be time to return to the office, or so managers think. Contact Centers’ Digital Transformation Has Only Begun. View this article on the publisher’s website. Executives are now considering what will be next.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Playvox

SEPTEMBER 7, 2021

From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Taking time to boost agent morale , maintain customer satisfaction, and prioritize quality assurance is a delicate balance. Support Operations Manager.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Xaqt

JANUARY 15, 2021

Xaqt’s Intelligent Virtual Agents also have the capability to schedule and manage appointments and send reminders to citizens. Once at the vaccination location, Xaqt manages the check-in process for customers via an automated conversational concierge that interacts via voice call, SMS, or a dedicated kiosk.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

DMG Consulting

SEPTEMBER 30, 2021

August 5, 2021 Donna Fluss. 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. The Contact Center WFO Market Is Transforming. View this article on the publisher’s website.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

CSM Magazine

JANUARY 5, 2022

This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences. The nature, then, of these interactions requires organizations to revamp their performance and quality management approaches. Strategies for Next-Gen Talent Management.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. This is where workforce optimization (WFO) (also known as workforce engagement management (WEM)) solutions are instrumental.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Spearline

FEBRUARY 17, 2022

The same article also referenced a survey from January 2021 by IDC. Increasingly, more organizations are taking a proactive approach to audio quality management. The Spearline platform allows organizations to test connectivity and quality on global telecoms networks. In November, we wrote about why latency matters.

Telecommunications 52

Telecommunications Call flow voip Surveys 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. SoFi partnered with Playvox.

Big data 72

Big data Construction Banking Coaching 72

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

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. Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Artificial Intelligence: 71.6%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JUNE 25, 2021

The pandemic has only worsened this trend – a study by Enghouse Interactive found that 91% of agents were likely to change jobs in 2021. You can’t over emphasise the importance of creating a trusting open culture in which agents feel comfortable coming to their managers if they are having problems, for example.

Technology 40

Technology Morale Self service Analytics 40

DMG Consulting

SEPTEMBER 17, 2021

April 20, 2021 Donna Fluss. As contact centers underwent this transition, the workforce optimization (WFO)/workforce engagement management (WEM) sector was adapting as well, as a significant amount of R&D and innovation happened over the past 12 months. View this article on the publisher’s website. percent, from $1.8

Contact Center 48

Contact Center Enterprise Self service Technology 48

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

Enghouse Interactive

MAY 27, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) 1) 2021 Accenture Interactive, [link]. Get it here now. (1)

Contact Center 52

Contact Center Self service Chatbots CRM 52