DMG Consulting

SEPTEMBER 12, 2023

Insights from this analysis are combined with contextual information about the interaction and used to deliver the content, procedures, knowledge articles, scripts, and guidance to assist agents in real-time and drive positive outcomes.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Playvox

FEBRUARY 1, 2024

There are three types of sentiment: Positive sentiment Neutral sentiment Negative sentiment According to the Zendesk CX 2024 CX Trends Report , 70% of consumers spend more with companies they feel provide positive experiences. Success, though, requires the right sentiment analysis tools and best practices. Apply the insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Horizon CX

FEBRUARY 29, 2024

When employees are not equipped with the necessary skills, knowledge, and resources to deliver exceptional service, they may resort to following rote procedures or scripts without genuinely engaging with customers. Celebrate successes and share best practices to inspire and motivate others.

Morale 52

Morale Customer centricity Upselling Feedback 52