Aspect

AUGUST 26, 2019

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Playvox

MAY 24, 2022

SoFi’s QA team captures feedback from multiple support channels and communicates constructive coaching directly to agents, team leads, and managers. The SoFi team was able to streamline their QA forms during the Insights implementation stage to better target the data relevant to their immediate needs.

Big data 72

Big data Construction Banking Coaching 72

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents? Is your client satisfaction decreasing?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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Contact Center

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

NICE inContact

JULY 23, 2015

If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. What is an Intelligent Contact Center? The reality is that all people and businesses alike crave intelligence at every opportunity. Single Multi-Channel Interface.

Contact Center 48

Contact Center Big data Interactive Voice Response Coaching 48