DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). This sales model presents both benefits and challenges for WFO/WEM suite vendors. AI has gone from a system add-on to a foundational component of many applications in a WEM suite.

Management 62

Management Enterprise Analytics Contact Center 62

JustCall

OCTOBER 22, 2023

There are several common challenges that don’t let you track customer support analytics accurately. Problem: Lack of Customer Support Analytics Customer support teams deal with huge data volumes regularly. Often, companies don’t possess the analytics capability to organize and track so much data. Update contact center software.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

DMG Consulting

NOVEMBER 8, 2023

Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. The Challenge At present, there are limited third-party resources (outside of the technology providers) with experience building AI-based solutions.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

DMG Consulting

JANUARY 10, 2019

Question: We’re implementing analytics-enabled quality management to perform automated evaluation of customer interactions. Once all opinions are presented, the group must reach a consensus on the best way to score each question. Do we still need to do calibration sessions?

Calibration 48

Calibration Quality management Best practices Analytics 48

Monet Software

FEBRUARY 15, 2019

TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics.

Quality management 54

Quality management Analytics Contact Center Marketing 54

CSM Magazine

JANUARY 27, 2021

“Cloud-based solutions, including workforce optimisation/workforce engagement management applications that give supervisors oversight tools for managing agents, such as live monitoring, recording, quality management, speech analytics and desktop analytics, have been very helpful throughout the pandemic.”.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Enghouse Interactive

SEPTEMBER 10, 2020

Whichever category you sit within, the call recording market is evolving whether this is through legislation or new technologies that will revolutionise the quality management space. These applications are becoming ‘more consumable’ as the data extracted from them is being presented in a clearer, more comprehensible way.

Analytics 40

Analytics Quality management Enterprise Marketing 40

AWS Machine Learning

AUGUST 17, 2022

Pre-translation – The initial application of do-not-translate terms, translation memory, and machine translation or human translation engines against a source text before it’s presented to linguists. Marie-Alice Daniel is a Language Quality Manager at AWS, based in Luxembourg. MTPE-Light. About the authors.

Engineering 77

Engineering Government Analytics Best practices 77

Monet Software

OCTOBER 3, 2018

Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We Congratulations to Monet Software for being awarded a 2018 CUSTOMER Magazine Contact Center Technology Award.

Contact Center 48

Contact Center Technology Quality management Engineering 48

CSM Magazine

APRIL 22, 2021

Then, save the clever stuff for improving customer service such as uncovering bottlenecks or using automated analytics to reveal which channel is trending on a customer’s wish list. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre.

Analytics 52

Analytics Best practices Chatbots Self service 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Aspect delivers on that need in W orkforce Optimization Version 20. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Beyond Philosophy

NOVEMBER 8, 2017

Maybe it’s just analytical complacency. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In Back even further, to the era of Total Quality Management. Satisfaction is benign, passive and functional, and connects poorly with behavior.

Consulting 150

Consulting Consulting B2B Metrics 150

MiaRec

AUGUST 24, 2022

We thoroughly expected the Five9 CX Summit to be one of the most exciting shows we've had the privilege of presenting at this year but it far exceeded our expectations. MiaRec, Five9 CX, and AI (Oh my).

Quality management 87

Quality management Analytics Management 87

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

Consulting 48

Consulting Consulting Marketing Gamification 48

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

Monet Software

SEPTEMBER 10, 2020

This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Flexible, integrated scorecards and robust analytics make it easier to determine where empathy may be failing.

Call Center 71

Call Center Personalization Scripts Morale 71

NobelBiz

FEBRUARY 15, 2023

Your call center managers and supervisors Get reliable data from a wide range of analytics and reporting tools that give you information about the past and the present that you can change to make detailed performance reports. They enable you to have a shared foundation and speak the same language.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Enghouse Interactive

OCTOBER 21, 2020

Agents will be presented with increasingly more complex situations which will require more engagement, insight and analysis. Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them. Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Xaqt

JANUARY 15, 2021

Scheduling and appointment management should be included in this broad category, negating the ever-present budget argument in the contact center industry. In order to secure government contact center business at any level, a solutions provider must also be able to provide quality assurance (QA) or quality management (QM).

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Verint

AUGUST 31, 2017

Verint’s Kelly Koelliker, director, global solutions marketing, will present “What Is the Future of Customer Service?” Attendees will learn how to take a good quality program and make it stronger by establishing KPIs and goals from multiple sources, and then managing them with scorecards for better long-term results.

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Enghouse Interactive

JULY 10, 2018

By selecting Enghouse Interactive Communications Center (CC) and Quality Management Suite (QMS), Partner Colorado Credit Union found a solution that was intuitive, highly functional, reliable and that provided visibility into each touchpoint of the member experience. Use journey analytics to drive better experiences.

Self service 40

Self service CRM Contact Center Analytics 40

Enghouse Interactive

JUNE 17, 2020

This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Verint

MARCH 2, 2016

Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. CRM Magazine – Roundtable Webinar. March 2; Webinar.

CRM 22

CRM Analytics Enterprise Marketing 22

Global Response

MARCH 1, 2022

In order to measure this, you’ll need to develop a checklist of factors that will comprise your quality assurance measurement, and then have a quality management team or quality assurance manager listen to recorded calls to assess the quality.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Enghouse Interactive

JULY 19, 2019

Assets you can download: webinar recording and presentation. Smaller organizations are able to complement/supplement their existing resources more efficiently and to better focus their organizations on delivering end-user value. Enghouse brochures for Cloud and AI Insights.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Serenova

JULY 21, 2020

CxEngage Video introduces native, on-demand HD video interactions to contact center agents’ arsenals, presenting them with a communication channel that can “show” routes to resolution of customer issues or questions through rich visuals, rather than resorting to “telling” via verbal or written description.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

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

NICE inContact

SEPTEMBER 23, 2019

For many contact center recording is not a matter of choice due to industry regulations, while others record for quality, analytics, and coaching purposes. Quality Management & Agent Training. For most contact centers, without call recording, there is no quality management. Call Analytics.

Contact Center 54

Contact Center Transportation Coaching Analytics 54

CSM Magazine

FEBRUARY 17, 2021

Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also changing. Giving supervisors predictive analytics and powerful reporting enables improved planning, performance and wider workforce engagement.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

SharpenCX

SEPTEMBER 29, 2021

Give agents a customer scenario and present a problem to solve. Bring data, call recordings, transcripts, and analytics to support what you’re discussing. Skills-based training keeps everyone on the team aligned, fresh, and up-to-date on internal processes and product changes. Test problem-solving.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Serenova

JULY 21, 2020

CxEngage Video introduces native, on-demand HD video interactions to contact center agents’ arsenals, presenting them with a communication channel that can “show” routes to resolution of customer issues or questions through rich visuals, rather than resorting to “telling” via verbal or written description.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Enghouse Interactive

AUGUST 13, 2018

Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Use a fully integrated quality management suite.

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 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. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Comm100

DECEMBER 12, 2017

Their loyalty is also shaky, and they will leave when presented with a better offer. But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey.

Customer Experience 42

Customer Experience Quality management Morale Customer centricity 42