DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Enghouse Interactive

MAY 27, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 52

Contact Center Self service Chatbots CRM 52

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. . Introduce self-service scheduling to allow agents to create a better work/life balance. Magnus Geverts is VP, Product Marketing and Management at Calabrio.

Analytics 52

Analytics Best practices Chatbots Self service 52

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI will become more prevalent in 2021. planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

SEPTEMBER 17, 2021

April 20, 2021 Donna Fluss. DMG expects to see innovative contact centers take the following actions, once the pandemic is past: Interview a large number of your employees—agents, supervisors, managers, quality management (QM) specialists, WFM administrators, operations, etc.—and

Contact Center 48

Contact Center Enterprise Self service Technology 48

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. If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Quality management. Workforce management.

Technology 40

Technology Morale Self service Analytics 40

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. The rise of channels such as self-service and AI-powered chatbots has transformed the nature of those interactions that reach the contact centre.

Self service 40

Self service Coaching Chatbots Quality management 40

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

Enghouse Interactive

DECEMBER 5, 2018

Businesses will continue making strides down the road to automation and AI, of course, and there are a broad range of benefits to be had from doing so as they look to streamline the customer journey and make straight through and self-service approaches faster and more efficient. of all contact centre inbound interactions.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Talkdesk

FEBRUARY 5, 2021

Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. But now, things have changed.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Enghouse Interactive

SEPTEMBER 20, 2021

In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Enghouse Interactive

MAY 7, 2021

Accenture/Technology Vision 2021. Accenture: Technology Trends 2021. When properly developed – from the outside in – and executed well, customer experience investments will yield the results organizations are looking for: more customers, more sales and revenue, and a higher rate of customer loyalty.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. Cons : Its customer support service can be better. RingCentral. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Enghouse Interactive

SEPTEMBER 3, 2021

See how our new UC solution can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX). *Metrigy Research, Q3, 2021: UC, Contact Center Integration Drives Business Value. **Metrigy Research, Q1, 2021: How Companies are using AI, Teams (..)

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

FEBRUARY 18, 2021

There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics. For 2021, 79.6% Providing the customer with the option of helping themselves, makes them happier and reduces issues and costs.

Contact Center 56

Contact Center Analytics Self service Finance 56