NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations.

Quality management 55

Quality management Analytics Management Coaching 55

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

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. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center 99

Contact Center Analytics Marketing First call resolution 99

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. Once these have been identified, they can be addressed through targeted coaching and adjustments.

Analytics 85

Analytics Contact Center Quality management Coaching 85

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. The objective is to measure agent performance, and initiate changes in training or procedures as needed to boost customer service.

Quality management 48

Quality management Management Upselling Contact Center 48

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CSM Magazine

FEBRUARY 7, 2023

So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options. This means they rarely forget wonderful or horrible customer experiences. A good example is speech analytics.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. Ultimately, it boils down to providing customers with outstanding real-time service.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features.

Analytics 48

Analytics CRM APIs Contact Center 48

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. Voice of The Customer. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. Call Recording. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

APRIL 12, 2023

With the AppFoundry, Genesys makes it easy for customers who are looking for an enterprise-grade solution like Calabrio ONE to select the best solution for their business starting with a connector for the full Calabrio ONE suite, or separately by product: Calabrio Workforce Management , Calabrio Quality Management and Calabrio Analytics.

APIs 52

APIs Analytics Coaching Morale 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.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

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. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

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

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

DECEMBER 2, 2022

One area that is attracting a lot of attention and investment is real-time guidance (RTG) because of its ability to help agents and improve productivity while enhancing the customer experience. It uses this information to deliver guidance to agents (and possibly supervisors) to enable them to address customers’ issues properly.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

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. AQM also empowers the team to introduce automation at its own pace.

Analytics 31

Analytics Average Handle Time Quality management Coaching 31

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

NICE inContact

AUGUST 28, 2019

However, the reality is that, just like a song isn’t one note, you need more than one way to capture all of the tones in your customers’ voice. Customer Surveys. Customer surveys are invaluable, as “hearing it straight from the source” not only provides unique insights, but also makes customers feel heard, engaged, and appreciated.

Surveys 55

Surveys Coaching Contact Center Analytics 55

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

CSM Magazine

APRIL 25, 2023

After all, questions are never stupid if they give agents the answers, and confidence they need to deliver better customer experiences. So, when an agent does something well such as demonstrating empathy while dealing with an angry customer, instead of regurgitating stale ‘sorry’ excuses, stand up, take notice and say, ‘well done!’

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

JUNE 22, 2023

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. Analytics-enabled quality management. After-interaction summarization.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management.

call center software 54

call center software Contact Center Quality management Call Center 54