Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

CSM Magazine

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Learn more and read the market report here.

Management 59

Management Coaching Contact Center Customer centricity 59

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

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? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

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. Each of these market challenges represents substantial opportunity for vendors and end users. 12/21/2017.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

DECEMBER 2, 2022

These AI-based assistants function as virtual coaches, providing agents with context-based guidance obtained from knowledge bases, FAQs, intranets, and other sources as needed to improve agent efficiency, accuracy, and quality. The post Real-Time Guidance: Help for Agents and Customers appeared first on DMG Consulting.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

CSM Magazine

APRIL 18, 2023

Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less. 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.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

CSM Magazine

JANUARY 5, 2022

Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences. When is the right time to assess the quality of an interaction?

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

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

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

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. Employee experience.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

CSM Magazine

JUNE 24, 2021

Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways. About Calabrio.

Quality management 40

Quality management Analytics Coaching Enterprise 40

Serenova

NOVEMBER 19, 2019

I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees. Delivering on Our Promise to Continually Innovate and Rise to Meet Market Needs. Welcome to the Evolution.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

DMG Consulting

JANUARY 10, 2022

This includes the use of customer journey analytics, a relatively new concept and application to capture and provide the insights that companies need to identify the bottlenecks that disrupt the service experience. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Gregory Golinski is a digital marketing executive for YourParkingSpace , a platform connecting drivers with parking space owners. Gregory Golinski.

call center software 210

call center software Call Center Contact Center Analytics 210

Aspect

SEPTEMBER 21, 2018

The Gig economy is a labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Enghouse Interactive

DECEMBER 5, 2018

In today’s market, many of the issues and concerns that gave senior managers sleepless nights when mulling over whether to move to the cloud have now largely dissipated. Real Time Speech Analytics will Evolve into an Agent Coaching Tool. In the past, speech analytics was primarily used as a bolt-on analytical engine.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

CSM Magazine

MAY 5, 2022

Raise the status of self-scheduling – make what we call at Calabrio ‘lifestyle scheduling’ an intrinsic part of your strategic Workforce Engagement Management (WEM) framework. Personal development plans and insight into individual/self-managed performance boosts employee experience and as a consequence improved customer experience follows.

Self service 52

Self service Service level Analytics Coaching 52

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. But market growth is just a part of the story.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

NobelBiz

FEBRUARY 15, 2023

Your call center managers and supervisors Get reliable data from a wide range of analytics and reporting tools that give you information about the past and the present that you can change to make detailed performance reports. They enable you to have a shared foundation and speak the same language.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. eLearning and coaching tools : Bring employees fully up to speed on regulatory changes and any new requirements, as well as correct any non-compliance behaviors.

Government 51

Government Coaching Contact Center Quality management 51

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

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. Let’s explore the opportunities for AI in quality management a bit deeper.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JUNE 24, 2021

Video’s rapid adoption within the consumer market has transformed realities. With expert resources accessible from anywhere, either within or external to the organization, they can provide customers with their guidance without the need to have these SMEs at each site or location. Complexity is No Longer an Issue.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Her areas of expertise include market research, program management, marketing, instructional design, and training. LinkedIn: Aimee Lucas, CCXP – XM Institute, Sr.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

8x8

FEBRUARY 6, 2019

How fast they are able to respond to each other, partners and customers, the time it takes to bring new products and capabilities to market or using automation to drive scale—speed is the new battleground. Speech Analytics for Contact Centers. Analytics Features. Service quality analytics. Supervisor analytics.

Analytics 48

Analytics CRM APIs Contact Center 48

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. IA is an essential input into the customer journey analytics (CJA) process, particularly when the feedback is provided on a timely basis. Final Thoughts.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

NobelBiz

FEBRUARY 22, 2023

Industry leaders are incorporating voice analytics and artificial intelligence (AI) into products that identify the customer’s query or intent. Passing this information to the AI-managed knowledge base finds the correct response to the customer’s query and lets the agent go to the next.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Industry leaders are incorporating voice analytics and artificial intelligence (AI) into products that identify the customer’s query or intent. Passing this information to the AI-managed knowledge base finds the correct response to the customer’s query and lets the agent go to the next.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Pippa Rhys is Partner Acquisition Marketing Director at Calabrio.

Management 59

Management Agent Empowerment Analytics Cloud contact 59