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. This kind of disconnect severely limits your quality management activities.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

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

Global Response

MARCH 26, 2024

You want a BPO company that leverages the latest technology (like AI, automation, and advanced analytics) to improve business operations and address inefficiencies. Quality of service When outsourcing services, you need a partner that will deliver equal, if not better, quality of service than your in-house team.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Playvox

AUGUST 25, 2021

Dialpad’s features such as skills-based call routing, in-call coaching, post-call analytics, and activity heatmaps, give contact center managers the tools they need to create a more efficient environment for engaging with customers. 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

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

DMG Consulting

JANUARY 8, 2018

Coaching methods range from manual activities performed by supervisors, such as whisper coaching or internal chat during live monitoring sessions, to automated capabilities supported by speech, text and desktop analytics solutions. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

CSM Magazine

DECEMBER 1, 2021

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

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

DMG Consulting

AUGUST 31, 2021

Something is clearly out of sync and needs to be fixed, but it’s hard to pinpoint exactly why service quality keeps getting worse. Some people are blaming the pandemic and/or the work-at-home situation, but these recent events are not the cause. There were major service issues long before COVID-19.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

CSM Magazine

MAY 5, 2022

Frontline employees can move lunches, catch-up with colleagues and make time for new learning as customer demands or domestic events occur throughout the day. Raise the status of self-scheduling – make what we call at Calabrio ‘lifestyle scheduling’ an intrinsic part of your strategic Workforce Engagement Management (WEM) framework.

Self service 52

Self service Service level Analytics Coaching 52

Callminer

NOVEMBER 18, 2020

Launch technology to automate, monitor, manage, and support all aspects of the customer experience. Examples include call recording, speech analytics and real-time monitoring. Audit work through quality management programs that reflect the optimal customer experience. A bad call doesn’t mean it’s a bad day.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Enghouse Interactive

OCTOBER 27, 2021

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. Extend Your Customer Data Gathering Capabilities .

Upselling 83

Upselling Contact Center Analytics Surveys 83

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

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

Monet Software

APRIL 24, 2020

Contact center managers can schedule breaks, monitor adherence and adjust to shifting call volumes and other factors on the fly, all the while directing agents’ attention where it’s needed and inserting adequate time to refresh. Manage to the Metrics. group Netflix watching sessions, wellness challenges and so on.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

DMG Consulting

APRIL 5, 2017

The market challenge is that even the most accurate WFM solution (if there is such a tool) cannot anticipate and plan for unexpected events, which create varying levels of chaos because they render forecasts mostly useless.

Contact Center 48

Contact Center Service level Consulting Consulting 48

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. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. How & Why The Pandemic Has Accelerated Automation and Digital Adoption.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

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. Engage APAC Customer and Partner Conference 2017. September 6-7; Melbourne, Australia.

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

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