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

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

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

Callminer

FEBRUARY 21, 2018

Others may baulk at the inordinate amount of time or effort to manage the process as well. If you want to see an uplift in the overall customer experience, a well-thought-out quality management procedure can work wonders. It gives your agents something to strive for.

call center software 210

call center software Call Center Contact Center Analytics 210

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

NICE inContact

SEPTEMBER 27, 2019

Even the smallest of changes took a long time, and streamlining some IVR menu items, for example, took more than a year. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

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. You can already find AI chatbots and IVR systems. .

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly. Leverage your Quality Standards Definitions Document (QSDD).

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Enghouse Interactive

JULY 19, 2019

Detailed Planning: To minimize the possibility of implementation related setbacks, the best practice is to ensure ALL applications – 3 rd party provided and others – are properly included in the migration planning. 3 – Challenges that arise when moving to Cloud?

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

NICE inContact

AUGUST 6, 2019

We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center. Supporting digital-first omnichannel interactions with your customers extends well beyond the agent and needs to be managed holistically across all contact center operations.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

NICE inContact

AUGUST 6, 2019

We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center. Supporting digital-first omnichannel interactions with your customers extends well beyond the agent and needs to be managed holistically across all contact center operations.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

NobelBiz

APRIL 5, 2022

To address this, attempt to modify your workplaces to better disperse ambient noise, improve natural light and décor, provide appropriate work equipment, encourage frequent or occasional telecommuting, and encourage contact, trade, and sharing of best practices among telecommuters. How can the AHT be reduced without affecting quality?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. A conversation with Chris Hodges and Ellwood Neuer at Noble Systems. Missed part 1? Read it now.).

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Playvox

JUNE 22, 2023

Metrics such as peak times, number of calls handled, cost per call, and other KPIs help organizations manage staffing requirements, forecasting, and spotting trends. Callback Messaging It’s becoming a call center best practice to provide customers with options to receive a call back when hold times may be lengthy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NICE inContact

MARCH 6, 2018

GEICO famously does this at the end of every interaction, which enables them to accurately state “99% customer satisfaction” in their marketing initiatives. IVR surveys. After an interaction, the customer is directed to or called back by an automated system that will ask a few questions and collect the feedback.

Interactive Voice Response 72

Interactive Voice Response Surveys Feedback Analytics 72

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. Voice of The Customer. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

8x8

DECEMBER 3, 2018

Within 30 minutes of realizing that the abandonment rate had increased, Lenox was able to update their IVR to apologize for the wait time, offer callers the option for a call-back, and give callers who had been waiting, a coupon code they could use at the online store. Step 3: Get Executive Buy-In.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

NICE inContact

MARCH 6, 2018

GEICO famously does this at the end of every interaction, which enables them to accurately state “99% customer satisfaction” in their marketing initiatives. IVR surveys. After an interaction, the customer is directed to or called back by an automated system that will ask a few questions and collect the feedback.

Interactive Voice Response 48

Interactive Voice Response Surveys Analytics Feedback 48

Enghouse Interactive

OCTOBER 12, 2021

Based on Enghouse Interactive experience and best practices, these are a few of our recommendations on what should be focused on to achieve better customer engagement, minimizing wasted time and effort: Audit your customer engagement processes to minimize impediments… make them Frictionless. Improve Processes.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

NICE inContact

JANUARY 8, 2019

Younger generations actually do not mind at all to self-serve, or interact with an automated system. We haven’t even started looking into how Quality Management and Analytics can help you to improve CSAT. Here’s more on self-service and automation. Let’s leave that for another post….

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48

NICE inContact

JULY 23, 2015

In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. Some recent additions to the arsenal include: Cross Platform Communication.

Contact Center 48

Contact Center Big data Interactive Voice Response Coaching 48

JustCall

FEBRUARY 13, 2023

IVR The Interactive Voice Response (IVR) is an automated voice response system used by call centers to provide a menu of choices to callers in lieu of live agents. An IVR menu is often used as the first point of contact for customers and the business.

Sales 52

Sales Call Center Interactive Voice Response CRM 52