NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Optimization helps reduce unnecessary expenses while maintaining service quality. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Like what you’re reading?

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Enghouse Interactive

JUNE 25, 2021

If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. How technology can help. Supporting agents is about much more than technology. But there is definitely a role that technology can play. Quality management. Workforce management.

Technology 40

Technology Morale Self service Analytics 40

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. C-level executives in many companies hoped to fill the contact center resource gap by increasing agent productivity and providing self-service solutions. The pressure is on for enterprises to improve their customer experience (CX).

Enterprise 59

Enterprise Contact Center Technology Analytics 59

DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Which AI technologies should be used? Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. Decision-makers are considering many factors, including: Is it safe to use AI?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

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. of survey participants.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

JANUARY 30, 2024

Although lingering economic uncertainty has led to slower purchasing decisions for contact center technology, frequently doubling the typical sales cycle to 12 to 18 months, companies are buying. Sales and technology partnerships have been key to the CCaaS market’s success, a trend that DMG expects to increase.

Contact Center 48

Contact Center CRM Enterprise Self service 48

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Your agents also win when AI-integrated workforce engagement management technology is employed because it creates a better employee experience (EX).

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

FEBRUARY 5, 2020

IVA, bots, RPA, AQM, self-service, WFM, etc.) The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. See Figure 1. .

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

OCTOBER 6, 2023

Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

JANUARY 29, 2021

What are your top technology priorities for 2021? After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% Reporting and analytics, which garnered 28.1%

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. Both traditional and generative artificial intelligence (AI) technologies are influencing CCaaS adoption.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

CSM Magazine

APRIL 25, 2023

According to Calabrio’s latest State of the Contact Centre Report, 1 in 3 consumers say they see agents as brand representatives rather than low-level service workers. Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

FEBRUARY 7, 2023

Looking ahead this year, I think we’re going to see a very broad diversity of customer service strategies. Others who learned from the past will continue to invest in new CX technologies. A good example is speech analytics. Analytics also play a huge role in improving CX.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Analytics 36

Analytics Quality management Contact Center Management 36

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Agent Analytics (28.4% AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CSM Magazine

NOVEMBER 4, 2020

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic.

Self service 52

Self service Analytics Employee engagement Surveys 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

DMG Consulting

SEPTEMBER 17, 2021

Managers in most small or midsize contact centers, and many large ones, have migrated or are in the process of moving to CCaaS solutions. This should include automating the QM process with an analytics-enabled QM system. If not, add this to the technology road map. Review all policies and procedures and update them.

Contact Center 48

Contact Center Enterprise Self service Technology 48

CSM Magazine

APRIL 22, 2021

Delivering exceptional customer experiences comes down to giving more – including ensuring agents receive the same level of TLC as customers, introducing best practice processes and deploying the right technology. Introduce self-service scheduling to allow agents to create a better work/life balance.

Analytics 52

Analytics Best practices Chatbots Self service 52

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

OCTOBER 27, 2020

As an agent-centric platform, Calabrio ONE empowers at-home or office-based agents with comprehensive self-service capabilities, including the ability to self-schedule, trade shifts, book time off and find overtime–all via a mobile app. 2020 has, of course, spawned many changes. “It’s About Calabrio.

Analytics 52

Analytics Self service Best practices Quality management 52

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Enghouse Interactive

DECEMBER 5, 2018

Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Despite the onward march of the robots, older, more traditional types of interaction technology still dominate in the contact centre today and we expect that to continue for some years to come.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. There’s no question AI-powered chatbots and self service are important—and they’re here to stay. This merger is about more than technology.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

CSM Magazine

MAY 5, 2022

7 ways to crack the code using agent self-scheduling. Remember the secret sauce to self-service automation – comprehensive rule sets and real-time intraday service level controls across all skills ensure that agents can completely self-service, build and modify their schedule, without any intervention from the WFM team.

Self service 52

Self service Service level Analytics Coaching 52

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60