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. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

Quality management 40

Quality management Management Scripts Call flow 40

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, C3 was held as a virtual event. Analytics Competition Winners. Idaho Central Credit Union. The ONE Awards Winners.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Speech analytics is used to elevate insights within the organization to continuously improve and support the organization’s customer experience program. Opportunity abounds.

Analytics 34

Analytics Airlines Quality management Contact Center 34

Monet Software

DECEMBER 14, 2018

With an accurate forecast in place, WFO will help managers create effective schedules that meet customer demand. These schedules should be prepared to handle call shift patterns, and be flexible enough to handle unexpected events that impact call volume. Quality Management. Speech Analytics. Real-Time Adherence.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? unfiltered) comments are typically offered during a specific event or situation. Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics.

Upselling 83

Upselling Contact Center Analytics Surveys 83

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. Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday management is an area of weakness in most contact center WFM solutions. This is a game changer for contact centers.

Contact Center 48

Contact Center Service level Consulting Consulting 48

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Enghouse Interactive

SEPTEMBER 1, 2020

In addition to supporting your online web-tools and FAQ, there is also the opportunity to look at establishing a centralized repository of more detailed, specific or even highly technical information that is accessible by customers, contact center agents and technical personnel. your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

APRIL 30, 2021

The event brought together experts Sandra Thompson from Ei Evolution, Annamarie Quinn of Sensée and Jeremy Payne of Enghouse Interactive for a discussion that defined emotional intelligence, outlined its benefits, and highlighted how it can be nurtured within the contact centre.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Enghouse Interactive

JULY 19, 2019

This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. 3 – Challenges that arise when moving to Cloud?

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Why is it such a problem for contact centers?

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

Zoom International

AUGUST 27, 2018

The Cisco Ecosystem Gains a Unique World-Class WFO in the Contact Center Portfolio.

Contact Center 40

Contact Center Quality management Analytics Call Center 40

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Why is it such a problem for contact centers?

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

Playvox

AUGUST 25, 2021

One Solution for Workforce Engagement Management and Quality Assurance. Recent surveys confirm that almost 40% of companies prefer to buy integrated workforce solutions from their contact center provider, as opposed to buying from independent vendors. Related Article: 12 Signs Your Contact Center Needs a WEM Solution.

Management 57

Management Agent burnout Contact Center Coaching 57

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

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 76

Analytics Quality management Contact Center Customer Experience 76

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. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

teleopti

JANUARY 9, 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 70

Analytics Quality management Customer Experience Contact Center 70

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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. UCaaS, such as Microsoft teams will help speed transition into the future – the future of the contact center.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Doing so will transform your contact center from a cost-center into a revenue generator. .

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

SEPTEMBER 29, 2020

Doing so, will transform your contact center from a cost-center into a revenue generator. Watch for the next blog, coming October 8th: Understanding Why Helps Transform the Customer Experience. Help make sure your organization delivers the customer experience that exceeds their expectations.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80