Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. Four Journeys, One Destination: The Cloud , a white paper by McGee-Smith Analytics.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Avaya

JANUARY 29, 2019

Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

NICE inContact

NOVEMBER 9, 2018

But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345