Analytics Employee engagement Quality management Self service 
Playvox
FEBRUARY 27, 2024
Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?
DMG Consulting
FEBRUARY 8, 2024
Enhancing self-service systems and improving the customer experience tied as the top contact center business goal for 2024. This is the first time in many years that improving the CX was not the sole top priority for contact centers and service organizations. What are your top contact center goals/priorities for 2024?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
DMG Consulting
MARCH 11, 2022
This includes: improving customer-facing self-service capabilities (52.9%), improving productivity (49.6%), reducing operating costs (47.9%), starting/continuing the contact center’s digital transformation and improving employee engagement, which tied for 39.8%, improving agent-facing self-service automation (36.6%), and more.
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.
DMG Consulting
JANUARY 10, 2022
The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.
CSM Magazine
NOVEMBER 4, 2020
Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic. Brands know they need to find the right balance between cost optimisation and CX.
JustCall
MARCH 9, 2023
Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.
Expert insights. Personalized for you.
73 
Let's personalize your content