CSM Magazine

FEBRUARY 7, 2023

Unleash the chatbot! A good example is speech analytics. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Analytics also play a huge role in improving CX. We saw this in the last big recession spanning 2007-2009.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. 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.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. Chatbots for Customers (31.0% Chatbots simplify and optimize issue resolution. Agent Analytics (28.4% AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. They also utilise more complete analytic tools. Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

JustCall

NOVEMBER 24, 2022

According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty. Interaction analytics means that 100% of QA calls can be monitored, ensuring agents follow all business rules and regulations.

Call Center 52

Call Center First call resolution Quality management Contact Center 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

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Quality management 75

Quality management Contact Center Management Best practices 75

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

JUNE 25, 2021

If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics. Workforce management.

Technology 40

Technology Morale Self service Analytics 40

Enghouse Interactive

MAY 27, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 52

Contact Center Self service Chatbots CRM 52

CSM Magazine

APRIL 22, 2021

Introduce self-service scheduling to allow agents to create a better work/life balance. Then, save the clever stuff for improving customer service such as uncovering bottlenecks or using automated analytics to reveal which channel is trending on a customer’s wish list.

Analytics 52

Analytics Best practices Chatbots Self service 52

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Enghouse Interactive

DECEMBER 5, 2018

Anybody who is running any customer-facing part of an organisation these days is probably already being asked by senior management about their plans and overall strategies around artificial intelligence, robots and chatbots, and how they are going to roll them out. Real Time Speech Analytics will Evolve into an Agent Coaching Tool.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Serenova

MARCH 10, 2020

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Enghouse Interactive

JULY 2, 2018

Back in 2011, analyst Gartner projected that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. One of the by-products of that ongoing shift to self-service interaction is that it changes the way call recording can be used to support customer service goals.

Chatbots 40

Chatbots Analytics Self service Quality management 40

Enghouse Interactive

OCTOBER 13, 2020

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.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

CSM Magazine

OCTOBER 30, 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.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Enghouse Interactive

FEBRUARY 5, 2021

Quality management systems. They require up-to-date visibility of call queues to ensure service levels are met, if necessary by adding more resources. Equally, they need to be able to support agents and to monitor quality through real-time speech analytics (RTSA), with the ability to join a call to support or coach an agent.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

APRIL 30, 2021

Over 85% said that it was very important that agents displayed empathy during interactions – as Jeremy pointed out this is the key differentiator that humans have over AI and automated channels such as chatbots and self-service, and must therefore be supported and nurtured. Building EI in your team and culture.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. AI-infused quality management is enabling leaders to stop problems before they start.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Together, the solutions act as an aggregation of customer data from across your organisation, including: App or website usage analytics.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Call analytics software changes the game in how you view each call. Workforce Management Software. Self-Service Technologies.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Use chatbots (basic or AI-enabled) to further accelerate the process and only route complex or exceptional issues to highly trained live agents. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

NICE inContact

AUGUST 6, 2019

Imagine using self-service channels that empower consumers to solve basic tasks and that enable them to move to a chat and even a phone call when they have more complex inquiries or encounter problems. For effective management, all such systems need to work seamlessly across channels.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

NICE inContact

AUGUST 6, 2019

Imagine using self-service channels that empower consumers to solve basic tasks and that enable them to move to a chat and even a phone call when they have more complex inquiries or encounter problems. For effective management, all such systems need to work seamlessly across channels.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Hodusoft

FEBRUARY 14, 2020

Some of the features include automated routing, email, interaction tracking, real-time chat, multi-channel communication, and self-service portal. Avaya is trusted, reliable and provides good service. The Aura model gives you unified communication plus internet, fax, email, and other channels.

call center software 52

call center software Call Center Contact center software voip 52

Playvox

JUNE 22, 2023

Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes? Click on Image to access the full infographic ].

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80