SharpenCX

MARCH 25, 2021

As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home.

Coaching 67

Coaching Analytics Call Center Quality management 67

Monet Software

JULY 31, 2018

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade. Normal.dotm.

Quality management 48

Quality management Management Analytics Contact Center 48

The Northridge Group

APRIL 22, 2020

Traditional contact center quality programs typically include a team of experts who evaluate agent and business performance through calls, email, chat, and social media to ensure customer service excellence. Better Together.

Analytics 82

Analytics Contact Center Best practices Call Center 82

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. Aligning these efforts toward specific performance goals will keep service from sagging. So why not make it a point to score those for quality management?

Quality management 48

Quality management Management Upselling Contact Center 48

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. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

FEBRUARY 7, 2023

This means they will never forget a truly wonderful or absolutely horrible service experience. 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.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . These are conservative projections.

Consulting 59

Consulting Consulting Analytics Marketing 59

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

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

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. About Calabrio.

Coaching 52

Coaching Gamification Customer Service Quality management 52

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.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

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). Analytics Competition Winners. This year, C3 was held as a virtual event. Idaho Central Credit Union.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

TechSee

APRIL 21, 2021

Next-step suggestion: Consider implementing a pilot program to determine how collaboration between customer service agents and subject matter experts can improve service, based on KPIs such as CSAT and FCR rates. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

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

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. These groups often have different data repositories for customer and other data—and thus don’t always have a complete view of customer data.

Analytics 34

Analytics Airlines Quality management Contact Center 34

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

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

AWS Machine Learning

APRIL 30, 2024

In the fast-paced world of customer service, efficiency and accuracy are paramount. After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. This can make it challenging to scale quality management within the contact center.

Analytics 88

Analytics APIs Customer Service Entertainment 88

CSM Magazine

JULY 18, 2022

Improving Customer Relationships. In today’s competitive marketplace, customer service is crucial. The first step is to install customer service software that can help streamline the entire process because this computer-based approach captures all customer service and support data from sales and marketing to fulfillment.

Best practices 59

Best practices Journey mapping Quality management CRM 59

CSM Magazine

JUNE 24, 2021

We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. At the same time, they share a unique opportunity to raise the profile of their customer service team or contact centre. Meanwhile, consider how your organisation interacts with customers.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

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

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. They have also made it easier to monitor brand consistency and the service customers receive.

Customer Experience 40

Customer Experience Coaching Education Quality management 40

CSM Magazine

APRIL 25, 2023

Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service. For the biggest confidence-boosting benefits, combine agent-empowering tools with modern-day analytics.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

JustCall

NOVEMBER 24, 2022

But is it only about creating a good customer experience? So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. This is the essence of a call center quality assurance.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. In turn, this can cause less than optimal customer satisfaction scores.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

JustCall

JANUARY 19, 2023

A good call center optimization can match the customer’s expectations with the best level of customer service. The continuous investment in the call center optimization model will help maintain customer loyalty as well as the profitability of the organization in the long run. What is Call Center Optimization?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Burns Blackwell.

call center software 210

call center software Call Center Contact Center Analytics 210

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

DMG Consulting

JUNE 29, 2017

Should Customer Service be a Sales Channel? . This is a case where one poorly managed organization is going to hurt an industry, as cross-selling is a positive activity when it is managed properly. Some of the recordings are reviewed by a quality management team who evaluate, score and coach agents on their performance.

Sales 48

Sales Customer Service Contact Center Consulting 48

DMG Consulting

FEBRUARY 5, 2020

Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more. This is interesting given the mega trend to improve the customer experience. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

CSM Magazine

MARCH 17, 2023

MyQualityTeam leverages AI voice/text analytics to measure performance and sentiment at the start and end of calls and identify areas of strength and development for the agent.

Analytics 52

Analytics SaaS Quality management Feedback 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

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. About Calabrio.

Quality management 40

Quality management Analytics Coaching Enterprise 40