Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. 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. Welcome to the Evolution.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction.

Contact Center 52

Contact Center Gamification Metrics Quality management 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. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

CSM Magazine

NOVEMBER 4, 2020

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives.

Self service 52

Self service Analytics Employee engagement Surveys 52

JustCall

JANUARY 19, 2023

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction. This is where call center quality management can help.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

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.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

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

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Manage to the Metrics. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Enghouse Interactive

APRIL 30, 2021

The positive impact of technology. Provided the right culture is in place technology can help support EI – for example by using the same tools for measuring customer satisfaction and pointing them inwards at agents within the contact centre.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Verint

AUGUST 31, 2017

Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. CRMXchange Webinar: What Is the Future of Customer Service?

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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).

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Noble Systems

SEPTEMBER 29, 2020

Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

FEBRUARY 17, 2021

Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard. 3 Ways to Empower Employees With a Little Help From the Cloud.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Avaya

JUNE 18, 2018

Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations. As a regulation on company behavior, GDPR does not apply to technology directly.

Quality management 40

Quality management Analytics Coaching Contact Center 40

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. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. On the other hand, many larger organisations opt for CRM as their go to desktop technology platform.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Hodusoft

NOVEMBER 29, 2022

But after the introduction of the technology, customer service agents can handle customer interactions via a wide range of channels including phone calls, text messages, emails, live chats, and social media. That transformed call centers into contact centers. The software is easy to use and scores high in user satisfaction.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Turning to flexible scheduling options is one way to offset this inevitable industry demand.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance. Five9 has additional features like customizable templates, data visualization, and employee coaching tools.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

OCTOBER 12, 2021

Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86