Analytics APIs Quality management Service level 
CSM Magazine
JUNE 24, 2021
Modern unified WEM solutions capture every customer interaction while providing a comprehensive view of things that affect customer service – such as agent engagement levels or whether behind-the-scenes processes are holding them back. This helps categorise and prioritise all contacts for a swifter, smoother customer experience.
Enghouse Interactive
OCTOBER 21, 2020
That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome. Act on the results.
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Tenfold - Contact Center Blog
DECEMBER 28, 2017
Leading Technologies for Workforce Management in Call Centers. An efficient workforce management approach combines demand generation, skills repository, talent acquisition, allocation, learning and analytics to deliver robust talent connect. Artificial Intelligence. AI algorithms are challenging human intelligence.
Enghouse Interactive
JULY 10, 2018
The impact on service levels was evident, and both employees and customers suffered from the disparate phone system’s tendency to drop calls. For Partner Colorado, Enghouse’s use of open APIs allows integration with the in-house CRM. Use journey analytics to drive better experiences. What are journey analytics?
Enghouse Interactive
JULY 19, 2019
Resource Allocations: IT teams can be more effectively deployed to areas that contribute to building the business, their focus shifted to enhancing the customer experience and improving service levels versus running the contact center infrastructure. 3 – Challenges that arise when moving to Cloud?
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