Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

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. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 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. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. That’s why this company uses speech analytics and AI to surface moments of really negative customer sentiment on calls.

Coaching 88

Coaching Contact Center Morale Analytics 88

COPC

JULY 8, 2021

“Kevin [Campbell] showed remarkable skills as a webinar trainer and steered the dynamic of the group very well,” stated Birker. Course facilitators and trainers, including Kevin Campbell (Managing Director of the EMEA Region), average 20 years of practical experience running CX and contact center operations. At COPC Inc.,

Best practices 52

Best practices Contact Center outsourcing Quality management 52

Enghouse Interactive

APRIL 30, 2021

The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly. Overcoming the barriers to EI.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Aligning Quality Management With Customer Experience. It’s the outside-in view that counts.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Protect Your Experts with Call Recording and Quality Management. Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Next blog in this series, coming February 18 th . Key Actionable Insights from the Webinar . . Find out more by registering for our upcoming webinar: . planned, 48.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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 79

Self service Contact Center Chatbots First call resolution 79

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

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. Need more information about how workforce engagement transforms customer experience?

Call Center 71

Call Center Personalization Scripts Morale 71

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. Click here to watch the webinar on demand with LEGO. See more quotes from the webinar here :

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Register Now Learn more from Robin Gareiss, President and Founder of Nemertes Research about how Microsoft Teams and the Contact Center can benefit your organization in our upcoming webinar: Blog #1 Enhancing the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

8x8

OCTOBER 25, 2017

How to solve it: Look into a cloud-based contact center platform that includes detailed self-service analytics that reveal exact usage of self-service menu options, where callers most frequently hang up and the most common paths taken through the IVR. But where to start? Read more about this concept here.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Talkdesk

JULY 16, 2019

What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Enghouse Interactive

JULY 7, 2021

Register for our upcoming SmartQuality Launch webinar to learn how. Continuous improvement by better coaching agents. Increases revenues by improving the customer experience and driving better results.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

FEBRUARY 5, 2021

Quality management systems. Equally, they need to be able to support agents and to monitor quality through real-time speech analytics (RTSA), with the ability to join a call to support or coach an agent. Finally, ensuring security and compliance is vital – wherever agents are based.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. Assets you can download: webinar recording and presentation.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Verint

AUGUST 31, 2017

CRMXchange Webinar: What Is the Future of Customer Service? September 14; Webinar. 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

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. 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 22

CRM Analytics Enterprise Marketing 22

Enghouse Interactive

JANUARY 13, 2021

They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement. See our forthcoming Issues paper for more information.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

MAY 25, 2020

To learn more about video security, attend our webinar Video on the Down Low: Keeping your online Chats Private & Secure on Wednesday, May 27 at 1:00 pm EDT. Video Conferencing and Collaboration is transforming the way the world works. Using it the right way, makes all the difference. Or you can view it on-demand afterward.

Healthcare 40

Healthcare Best practices Government Enterprise 40

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. Let’s explore the opportunities for AI in quality management a bit deeper.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Today’s contact centers have access to more advanced technologies than ever before, arming them with an arsenal of tools to help manage their operations.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Omnichannel Analytics. Quality Management Analytics.

Surveys 55

Surveys Coaching Contact Center Analytics 55

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

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

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

CSM Magazine

DECEMBER 1, 2021

The modern contact centre, driven by quality management, multichannel analytics and process excellence, offers everything Generation Z needs to satisfy their individuality, quench their thirst for knowledge and actively manage their careers. .

Multichannel 64

Multichannel Analytics Surveys Chatbots 64