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

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

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 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

Beyond Philosophy

MAY 23, 2024

The siloed implementations of AI and the disparate data gathered from them currently cannot provide this type of predictive analytics. Quality Assurance data tends to be rationally oriented. If you work in customer service or quality management, you can apply what we have been discussing here in a few ways.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

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

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 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

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

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 81

Best practices Analytics Contact Center Call Center 81

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

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 76

Contact Center Best practices Analytics Management 76

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

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

NICE inContact

JANUARY 28, 2019

For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so. Tips for building a contact center quality scorecard . Make it fair. Keep it simple and easy to digest.

Call Center 54

Call Center Contact Center Quality management Analytics 54

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. Additional Resources: .

Coaching 88

Coaching Contact Center Morale Analytics 88

Monet Software

OCTOBER 15, 2018

Speech Analytics Helps Too. Typically deployed as part of a workforce optimization (WFO) solution, speech analytics has become a primary driver of performance and quality management improvements. The Monet Software version of speech analytics is part of our award-winning, next-generation WFO solution.

Analytics 63

Analytics Contact Center Quality management Management 63

NICE inContact

SEPTEMBER 27, 2019

Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management. The post Empire Today Moves to CXone, an Easy Decision appeared first on NICE inContact Blog.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Sikorski's Think Abouts

APRIL 19, 2015

Speech analytics. Cheaper data storage. Helps the rest of the business. Integration with other systems. Customer surveys and be sure to share with your staff. Screen capture with recording. This week’s question for your Supervisors – Do we have sufficient staff reviewing employee performance? Thank you for reading and sharing!

Calibration 40

Calibration Call Center Consulting Consulting 40

Serenova

AUGUST 11, 2020

Check out the company podcast , download product guides, and read the company blog. Serenova can help businesses and agents work more efficiently and deliver higher customer satisfaction with robust quality management capabilities, a true omnichannel platform and enterprise-grade integrations for all of your business-critical systems.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

NICE inContact

JULY 12, 2016

The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics. Provide clear examples of how these benefits translate into financial value.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. What is Contact Center Management? What key metrics should all contact center managers track?

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). The post Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20 appeared first on Aspect Blogs.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NICE inContact

DECEMBER 4, 2018

What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center? appeared first on NICE inContact Blog. How do I evaluate cloud vs. premises solutions? Today’s customers are driving change. Start here.

Contact Center 49

Contact Center APIs contact center solutions CRM 49

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

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Monet Software

DECEMBER 14, 2018

Quality Management. The quality management process incorporates dashboards, scorecards, agent analytics, customized reports and key performance indicators, to improve service levels, optimize utilization of resources and enhance cost management. Speech Analytics.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

NICE inContact

OCTOBER 25, 2019

Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to successfully support a customer base where customer preferences keep changing.”. In a recent market report , a key finding states.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

NICE inContact

MAY 16, 2019

Complete digital service management across contact center operations — through end-to-end enhancements for digital-first omnichannel management, such as routing, forecasting/scheduling, quality management, interaction analytics, and more.

Enterprise 54

Enterprise Contact Center Quality management Analytics 54

NICE inContact

JUNE 9, 2016

There is so much value in “small” quality management data. Looking at quality of your interactions based on your current processes is critically important to create great customer experiences. A great place to start is speech analytics. for speech analytics. So, what should you do with it?

Big data 48

Big data Analytics Contact Center Surveys 48

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. This means a proper QA process must reach beyond call center analytics and reporting.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62