Playvox

AUGUST 25, 2021

Technology that Fosters Well-Being. As businesses shifted from interacting with their clients in-person, digital channels became the primary means of customer communications, causing organizations to rethink their technology and communications strategies. Related Article: 12 Signs Your Contact Center Needs a WEM Solution.

Management 57

Management Agent burnout Contact Center Coaching 57

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. And none of those technologies have ever been consolidated at the code level.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

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

CSM Magazine

DECEMBER 1, 2021

Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment. Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day.

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

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

Callminer

NOVEMBER 18, 2020

Some examples include technology advancements, machine learning, automation, seamless omnichannel servicing, frictionless customer experience, predictive modeling providing proactive solutions, and most recently, a pivot to work at home. Launch technology to automate, monitor, manage, and support all aspects of the customer experience.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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

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 98

Upselling Contact Center Analytics Surveys 98

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. The positive impact of technology.

Analytics 75

Analytics Customer emotions Employee engagement Chatbots 75

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 98

Scripts Interactive Voice Response Analytics Contact Center 98

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. Barry Dalton.

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 59

Self service Abandon rate Contact Center First call resolution 59

Monet Software

APRIL 24, 2020

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. How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. 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

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? September 14; Webinar.

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 98

Self service Contact Center Chatbots First call resolution 98

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 98

Interactive Voice Response Chatbots Self service Enterprise 98