CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Back To CX Accelerator Blog. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Back To CX Accelerator Blog So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Monet Software

AUGUST 27, 2020

When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? This approach makes quality management more, well, manageable for SMBs.

Quality management 62

Quality management Call Center Management Call flow 62

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Aspect

SEPTEMBER 4, 2019

Speech analytics creates opportunities within your organization to uncover valuable insights by analyzing customer sentiment. This creates a positive impact to your bottom line, including: Reduced Quality Management Costs. Additionally, the automated quality management feature reduces stress related to monthly agent evaluations.

Analytics 85

Analytics Contact Center Quality management Coaching 85

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Agent Analytics (28.4% Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. One of the AWESOME tools that have come along to help us has been advanced speech analytics. appeared first on Expivia | USA Based Call Center.

Quality management 52

Quality management Call Center Management Coaching 52

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Aspect

NOVEMBER 13, 2017

With the contact centre largely removing the need for a face-to-face element, really listening to the customer has consistently been a challenge for customer experience managers. For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Customer Perception = Their Reality. What is it? Why should they care, if you don’t?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Constant Learning Improves AI Recommendations. Refining the Models.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? This is where CXone Interaction Analytics Pro helps you see the “forest” of possibility. CXone Interaction Analytics Pro helps you evaluate all interactions based on topic and outcome.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Here’s What’s New. Make Smarter Decisions with Webex Workforce Optimization. To learn more about Webex Contact Center, read our ebook.

Contact Center 111

Contact Center contact center solutions Analytics Entertainment 111

NobelBiz

FEBRUARY 27, 2024

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Today’s contact centers have access to more advanced technologies than ever before, arming them with an arsenal of tools to help manage their operations.

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing! Nemertes research shows that Microsoft Teams is the most widely used UC solution with 55.9%

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. The segmentation of tools leads to silos.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Eptica

SEPTEMBER 10, 2020

Whether you are looking at upgrading or implementing a new call recording solution, transformations in the quality management space driven by new technologies or legislation mean that the call recording market is evolving quickly so there are plenty of exciting developments to consider.

Quality management 74

Quality management Analytics Technology Marketing 74

Playvox

MARCH 27, 2023

The Importance Of A Successful Quality Management Program Implementing a quality management program can help service centers improve agent performance, increase customer satisfaction, and drive business growth to ensure that customer interactions meet the company’s expectations for quality and effectiveness.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

MiaRec

JANUARY 9, 2023

Call centers have long used manual call scoring to ensure quality assurance. But with advances in AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers.

Best practices 83

Best practices Analytics Contact Center Call Center 83

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information.

Big data 102

Big data Management Journey mapping Contact Center 102

MiaRec

OCTOBER 7, 2023

With advances in generative AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers. In fact, the best contact center managers use all three methods in conjunction, with each playing to their strengths. But there still is a place and time for manual call scoring.

Contact Center 78

Contact Center Best practices Analytics Management 78

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share. About the Author.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

NICE inContact

AUGUST 13, 2019

CXone empowers managers to quickly and easily make omnichannel routing changes based on changing business conditions and/or contact center agent needs and capabilities. The post Gain Efficiency and Empower Agents with Cloud appeared first on NICE inContact Blog.

call center software 54

call center software Contact Center Quality management Call Center 54

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Omnichannel Analytics. Quality Management Analytics.

Surveys 55

Surveys Coaching Contact Center Analytics 55

CSM Magazine

SEPTEMBER 21, 2021

In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions.

Multichannel 59

Multichannel Analytics Quality management Enterprise 59

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

NICE inContact

SEPTEMBER 23, 2019

For many contact center recording is not a matter of choice due to industry regulations, while others record for quality, analytics, and coaching purposes. Quality Management & Agent Training. For most contact centers, without call recording, there is no quality management. Call Analytics.

Contact Center 54

Contact Center Transportation Coaching Analytics 54

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). Giving supervisors predictive analytics and powerful reporting enables improved planning, performance and wider workforce engagement.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

NICE inContact

MARCH 6, 2018

I have no doubt that every person that reads this blog can recall a time when they received outstanding customer service from a person or company. Customer Analytics. Quality Management. The post What Is Voice Of The Customer (VoC) And How To Capture It appeared first on NICE inContact Blog.

Interactive Voice Response 72

Interactive Voice Response Surveys Feedback Analytics 72