Some Nice Niche Technologies

Contact Center Pipeline

Mainstream technologies get a lot of press. But I’d like to put a spotlight on a few intriguing niche technologies for your consideration: Desktop Analytics Desktop analytics—aka Desktop and Process Analytics, or DPA—captures agent desktop activity. […]. Technology call center contact center context-aware applications desktop analytics gamification speech analytics technology

Call Journey and nGUVU to change business landscape with innovative gamification technology

Call Journey

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. In its quest to further improve agent operational metrics, nGUVU partners with Call Journey, the leading pioneer in Conversation Analytics, to provide businesses with an immersive and comprehensive solution in tracking insightful KPI’s and boosting agent satisfaction and engagement.

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Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? How to leverage technology for a better customer experience.

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

These 8 Technologies Are Transforming the Contact Center. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. This technology is finally delivering on its potential to find the root cause of customer issues and is starting to be used outside of contact centers to enhance the customer journey throughout the enterprise. Customer journey analytics.

Fixing the Corporate Learning Engagement Shortfall with Gamification

Noble Systems

Building proficiencies for technologies like AI, machine learning, and data analytics is becoming increasingly important as enterprises expand their presence and compete digitally. Gamification, however, is the perfect answer for this engagement deficit. Gamification’s Cross-Generational Appeal. Gen Z specifically is inherently inclined to concepts of gamification. Gamification

Move Over Millennials, Generation Z is Here

Call Design

Attracting these technologically proficient workers requires attention now. – Need technology to keep pace. Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits.

5 Contact Center Technology Trends That Will Define 2022

3CLogic

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment.

10 Contact Center Technologies You Need to Know

Fonolo

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. This is a mistake because contact center technology is evolving faster than ever before; new technology brings with it new opportunities to improve your contact center’s infrastructure and performance. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

AI Customer Service: Today’s Most Transformative Technologies

TechSee

Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service industry in particular has recognized AI technologies as having almost unlimited potential to meet consumers’ growing demand for better customer experience (CX), reduce costs and decrease reliance on contact center agents. Customer-facing AI technologies. Emotion analytics. Behind-the-scenes technologies.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers.

Contact Center Technology Trends to Watch in 2022

Hodusoft

Contact Center Technology Trends to Watch in 2022. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. So, what contact center technology trends can one expect in 2022. AI technology.

Seven technologies to improve customer service in SMBs

Vonage

Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. involves looking at the end-to-end customer experience and applying technology to each stage of the process. Seven technologies for improving customer service.

Improve CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

VoC Technologies that Monitor Feedback and Reward Employees. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. You can maximize ROI by teaming up Voice of the Customer and Gamification technologies.

Advanced Call Center Technologies: Current Trends and Best Practices

Expivia

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology. Technology shapes the products and services banks offer their customers like never before—and yet, fintech means much more than algorithmic trading, financial modeling and roboadvisory wealth management.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology. Technology shapes the products and services banks offer their customers like never before—and yet, fintech means much more than algorithmic trading, financial modeling and roboadvisory wealth management.

It’s Time to Rethink Your Collection Strategy

Noble Systems

To address both new and ongoing needs, collection contact centers must rethink their current collection strategy and rely on technology more than ever before. Omnichannel and predictive analytics technologies help collectors adjust to these circumstances.

Call Center Software 101: An Introduction to Customer Contact Technology

Noble Systems

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.

Improving Your B2B Sales Cycle with Technology

aircall

Over the last 10 years, advancements in technology have changed the face of the B2B sales cycle for buyers and sellers. Advancements in digital technology can assist your sales teams greatly. How Technology Has Changed the B2B Sales Cycle .

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Increase CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

VoC Technologies that Monitor Feedback and Reward Employees. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. You can maximize ROI by teaming up Voice of the Customer and Gamification technologies.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Dive Deeper into Customer Intelligence with Analytics.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

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. Analytics. Gamification.

What technology will help contact center agents manage the move to work from home permanently?

DMG Consulting

What technology will help us manage this shift? Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). Interaction analytics, comprised of speech and text analytics, help supervisors and managers identify the reasons customers are contacting their agents, and also enable them to “hear” customer conversations even when their employees are working at home.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Dive Deeper into Customer Intelligence with Analytics.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. Tweet I’m judging the 2016 Constellation SuperNova Awards !

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. Using the Sales Cloud to Grow Win Ratios… We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale.

Move Over Millennials, Generation Z is Here

Noble Systems

Attracting these technology proficient workers requires attention now. Need technology to keep pace. Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. The right gamification platform allows for perpetual, self-paced learning.

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

NICE inContact

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. inView Performance Management for CXone is raising agent engagement and motivation with gamification challenges and provides near-real-time updates on their performance, even when they’re working from home. The post Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology appeared first on NICE inContact Blog.

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. RPA makes the output from desktop analytics actionable by identifying activities that can be automated.

Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

In addition to training on the product they are servicing or the offer they are selling, they also need training on security, regulatory compliance, soft skills and proper use of the tools and technologies that they are required to use each day. Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Speech analytics. Gamification. Contact center technologies can help.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. After 14 years in the commercial market, speech analytics has reached maturity, but the solutions have not become commoditized. The future of speech analytics is positive.

Contact Center Technology Trends – Bring About Transformation

Dialer 360

they don’t add up financially more and more organization turning to technology support. Call center future technologies would be modernized with workforce optimization solutions. While technology is advancing with nearly every industry. Technological innovations are changing the customer services. This is being delivered in several ways that are dramatically impacting the technology. In recent the emergency of solution that incorporates technologies.

What Contact Centers Can Do Now to Address Shifting Customer Behaviors

Noble Systems

Thanks to COVID, companies learned quickly that a flexible, omnichannel cloud-based technology that supports on-site, remote and hybrid working models is fundamental to being able to deliver the best possible experience to customers from anywhere at any time.

Using Collections Call Center Technologies to Significantly Impact Operational Performance

Noble Systems

Analytics solutions and information-based decision making are becoming prevalent. SPEECH ANALYTICS with Data Mining, Analysis & Evaluations. Speech Analytics is one of the collection industry’s fastest growing market segments.

Contact Center Agent Burnout – Part 1, Warning Signs

Noble Systems

The good news that that there are contact center technologies that can alleviate stress, make the agents’ job easier, and keep them motivated and engaged. Speech analytics can help you identify issues so that they can be resolved before they become major problems. Gamification can motivate agents and keep them engaged, productive and happy. These enabling technologies will also be discussed in Part 2. Call centers are high-pressure, stressful environments.

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights. This technology release comes at a time when market adoption for performance management software is projected to rise, according to research conducted by Saddletree Research.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

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. It’s an extensive list of how technologies are being used to keep agents engaged, learning and productive – and some of the items make points that I emphasize on an (almost) daily basis. Read the full article at CallCentreHelper.com: 25 Ways Technology Can Increase Agent Productivity.