Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

Playvox

MARCH 27, 2023

Alternatively, burnout is a legitimate concern that impacts numerous people in various industries. Providing agents with a unified interface that integrates with all the necessary systems and applications can save time, increase efficiency, and reduce the likelihood of errors.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Verint

APRIL 12, 2018

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. These calls had the highest average handle time (AHT)—more than 19 minutes per call.

Analytics 31

Analytics Average Handle Time Quality management Coaching 31

Taylor Reach Group

SEPTEMBER 29, 2020

Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). Business Analytics. So, pipeline management functionality should already be baked in, from there, what you are then looking for is a vendor that best aligns with your perspective.

Contact Center 85

Contact Center CRM Quality management Analytics 85

NobelBiz

APRIL 5, 2022

Why is managing risk factors so important in the contact center industry? When it comes to managing your company’s call center, overlooking numerous areas including analytics, security or technology might have ramifications on your performance, your customer experience, and your operations. To put it another way?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

NICE inContact

NOVEMBER 8, 2019

It’s a simple combination from the two leaders in the industry: Salesforce plus NICE inContact CXone. Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52