NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JUNE 6, 2019

For example, are advances in artificial intelligence (AI) and interactive voice response (IVR) the solution? Once the transition is made, omnichannel solutions that give agents a complete, historical view of the customer’s interactions create a positive experience for customers as well as agents. The answer is yes.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

MARCH 31, 2017

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Workforce Management Product and Market Report. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 18, 2017

Companies that take speech analytics seriously, and invest in the resources and best practices to build an effective program, are realizing quantifiable benefits that enhance the customer journey and improve the bottom line.”. The future of speech analytics is positive. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Analytics Marketing 48

Expivia

JULY 21, 2021

If an interactive voice response (IVR) system can take care of them, it saves your call center time and money. A combination of IVR and agent interaction is a call center best practice when it comes to technology. Gamification. And gamification is a great way to do that. .

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52