Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Analytics 87

Contact Center Pipeline

MARCH 30, 2021

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. According to my parents, when I was a little boy, I would start to cry anytime I heard the song, “The Ballad of Davy Crockett.” It didn’t have to be on TV or on the radio to have this […].

Analytics 147

Analytics Employee engagement Technology Contact Center 147

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. nGUVU offers an employee engagement platform for contact centers. About nGUVU.

Gamification 72

Gamification Technology Employee engagement Engineering 72

Hodusoft

AUGUST 4, 2021

A Guide to Hybrid Workforce Technology for the Future of Work. Organizations will need to come up with technology to support a hybrid workforce and effectively manage differences in a complex environment. . WFH and Technological Interventions. However, with changing times the “work-from-anywhere” mode will be a norm.

Technology 98

Technology Contact center software Interactive Voice Response Contact Center 98

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Noble Systems

APRIL 21, 2020

Speech Analytics – Speech Analytics can record and analyze 100% of your calls, even examining a customer’s tone of voice, to identify insights or trends and uncover inefficiency and service issues. Real-Time Speech Analytics (RTSA) provides real-time screening, as calls are in progress, for more proactive services.

call center software 80

call center software Call Center Technology Contact center software 80

CCNG

MAY 27, 2021

Consultants bring in a neutral perspective on processes, technology, and people to ensure your organization is stronger post-merger. culture, motivation, incentives, and employee engagement. Understand technology Contact center technology seems to change every day.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Callminer

MAY 27, 2020

No one wants to tolerate a stressful work environment indefinitely, and there are many ways to boost employee engagement and improve the employee experience to better complement your company’s core values. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.”

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

SharpenCX

MARCH 30, 2021

Data and analytics power your contact center. Yet still, some leaders are stuck scratching their heads, trying to figure out how to harness all the power of the data sitting in their call center technology. And to get there, you need to unify your call center technology so your data can work for you. Omnichannel strategy.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

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?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Call Journey

OCTOBER 20, 2018

Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance. CX18 brings together the leading minds and technologies responsible for advancing the customer experience industry today. Join the conversation on social media at #CX18.

Analytics 40

Analytics Engineering contact center solutions Employee engagement 40

SharpenCX

MARCH 24, 2021

While IT leaders grip tight to budgets, the investments they do make will focus on cloud technology – like cloud call centers. . How do you choose the right technology for your company? Cloud technology brings many advantages for all call centers and gets rid of service inefficiencies that drain revenue-earning potential.

Call Center 67

Call Center Technology Customer Service call center software 67

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Technology Investments.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Fonolo

MARCH 17, 2022

But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Analytical skills. This requires empathy, which can be helpful when providing constructive feedback and support.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

AUGUST 17, 2021

With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Employee engagement is necessary for improved productivity. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 Like what you’re reading?

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

24-7 InTouch

MARCH 6, 2023

WINNIPEG, MB – MARCH 6, 2023 – IntouchCX, a global leader in contact center and technology solutions, has partnered with the University of Galway to collaborate on research and innovation for mental health and well-being in the workplace by integrating the University’s Lua Health technology.

Employee engagement 52

Employee engagement Enterprise Technology Analytics 52

Hodusoft

OCTOBER 19, 2023

Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies. Effective use of technology not only helps streamline operations but also improves the contact center’s efficiency.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX). Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSR Inc.

JULY 17, 2016

It’s a field that – without a doubt – has been exclusively enabled by technology. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

Call Center 48

Call Center Technology Gamification Coaching 48

Call Design

MAY 31, 2022

Philippe Lanoux, TSA Group Reporting and Analytics manager, said, “We needed a cloud solution that would integrate with our broader contact centre technology, and provide our staff with a tool that enables them to manage their schedules when out of the office.

Management 78

Management Finance Enterprise outsourcing 78

Win the Customer

DECEMBER 11, 2023

Employee Engagement and Satisfaction Happy employees often lead to happy customers. Senior service managers should recognize the correlation between employee satisfaction and customer experience. Engaged and motivated employees are more likely to deliver superior service, positively influencing customer interactions.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

DMG Consulting

JANUARY 10, 2022

The technology and applications to transform the management of contact centers is available; what’s required is for leaders to recognize the need to adapt and the willingness to work with their employees to implement the changes. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

CSM Magazine

MAY 17, 2021

Value of cloud-powered analytics: half of survey respondents believe that moving to the cloud has improved their ability to use intelligent analytics to manage the business including insights to support agents and customers. Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Anthony Scodary : So, we build technology that understands conversational long-form speech from scratch. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Additional Resources.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. This knowledge will, in turn, allow you to optimize backend tools and technologies. You can, however, embrace the omnichannel revolution without revamping your technology framework.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

CSM Magazine

JANUARY 18, 2023

We believe that Kevin’s passion and deep experience in the technology industry is well suited to shepherd Calabrio into its next phase of growth,” said Mike Hoffmann, Partner at Thoma Bravo. He has held key leadership roles across a variety of technology services companies including Rackspace Technology, Dell, and HP.

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

Noble Systems

MARCH 12, 2020

In the Telecom Reseller article, the two industry experts dive into these topics, and discuss more trends and technologies impacting contact center management: Why compliance is not only a pillar of business, but a key driver in customer experience. How conversational analytics provides lightning-fast insight into customer-agent interactions.

Contact Center 91

Contact Center Employee engagement Analytics Best practices 91

DMG Consulting

OCTOBER 16, 2018

Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps. Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part.

Employee engagement 67

Employee engagement Analytics Contact Center Enterprise 67

delighted

JUNE 24, 2020

Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience? Staying up-to-date with technology in the workplace can help make the employee feel more confident and be productive in their role. .

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

teleopti

DECEMBER 16, 2019

While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. While innovations such as Artificial Intelligence and analytics have the power to transform CX, they should be easy to understand and use. Is technology including CRM system issues holding people back?

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success. How to Measure and Build the Business Case for Customer Experience.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

Noble Systems

SEPTEMBER 29, 2020

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. What is Workforce Optimization (WFO)? What are the Benefits of using a WFO Solution? WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86