CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

DMG Consulting

JANUARY 4, 2023

Getting a Great Start in 2023. Welcome to 2023. We enter 2023 with an appreciation that contact centers are getting more positive attention than at any other time in their 50+ year history. The post Getting a Great Start in 2023 appeared first on DMG Consulting. organizations in building and enhancing their brand.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). We’re also seeing a new wave of workforce management and speech analytics vendors that are hoping to open up the market by giving companies different options.

Management 62

Management Enterprise Analytics Contact Center 62

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

JustCall

APRIL 5, 2023

Top 9 Alternatives For Talkdesk In 2023 JustCall Five9 Avaya 8×8 Genesys Mitel Zendesk Twilio Vonage 1. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance.

voip 52

voip Interactive Voice Response APIs Contact Center 52