NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations.

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NICE inContact

OCTOBER 30, 2019

Your contact center agents feel the same way when it comes to your quality management process. In the contact center, quality management is often viewed as big brother or a necessary evil. Register for How to Engage Agent in Your Quality Process.

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Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). 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. Digital literacy is the new normal.

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Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Collaboration is now a foundational expectation, and the digital tools that facilitate that are an integral part of their every-day lives. At a minimum, they expect the same tools to be at the office, if not more. The more YOU KNOW. .

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Monet Software

JANUARY 15, 2019

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. Still, this is not an optional pursuit for a contact center to maintain optimal customer service.

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Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. Some organizations even resorted to agents using their personal cell phones as tools of customer service.

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contact center workforce Contact Center Real estate Average Handle Time 118

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too.

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Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These are interesting times for SMB call centers and help desks. Small-scale, in-house and boutique customer contact facilities enjoy unique opportunities in today’s CX-focused market. or a full quality assurance (QA) department ?

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Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. say video is vital for managing remote employees.

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NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits. The Role of Quality Management.

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Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Customer Perception = Their Reality. What is it? Why should they care, if you don’t?

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Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. If you had to choose, what would you say are the absolute most important items on your quality form? Correct and Complete Content – Did we give out correct AND complete answers and use our tools effectively to arrive at those answers?

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Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing! Full omni-channel user experience. Ability to escalate across media with a single click.

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Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

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Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

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Contact Center Analytics Self service Finance 56

8x8

OCTOBER 26, 2016

If you read my blogs or insight from any other person talking about contact centers, you get a steady dose of information on the changing nature of customers. . Okay, Max, you’re thinking what does any of this have to do with the contact center ? It’s a new world and you need to manage employees in new ways.

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Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent 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.

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Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. And new challenges—such as job loss affecting the ability to pay a bill or confusion about the technical demands of a child’s remote schooling—mean they’re contacting companies with a wide variety of pressing needs.

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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.

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Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Staff members get the best tools available. Product upgrades are automated and included in subscription costs.

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Aspect

JANUARY 3, 2018

If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level? Of the remaining contact centers that are completely on-premises, 58% will move to the cloud by 2020.

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Cloud contact Contact Center SaaS CRM 91

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. One of the AWESOME tools that have come along to help us has been advanced speech analytics.

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Quality management Call Center Management Coaching 52

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. By extension, Al is also an excellent tool to determine if a customer is under stress of some sort or not, providing an additional indication of whether they are ready to, or contemplating, leaving (churn).

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NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. million calls and 1.5

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contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

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Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

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Quality management Management Scripts Call flow 40

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Consolidate tools.

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NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Consolidated, best of breed interfaces. Ease of Integration, Open Interfaces.

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Contact Center contact center solutions Multichannel Self service 74

SharpenCX

OCTOBER 4, 2023

Contact center agents are the ones who answer the call—literally and figuratively—when things hit the fan, from being stranded on the side of the road to being locked out of an account. As virtual reality and other technologies continue to permeate society, they will undoubtedly continue to influence contact centers.

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Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

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Management Gamification Quality management Schedule adherence 86

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.

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Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

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USAN

JUNE 26, 2018

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity.

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Contact Center Automatic Callback Interactive Voice Response Quality management 51

Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services.

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NICE inContact

AUGUST 1, 2017

If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Implement performance management tools. Manual reporting and lack of real-time performance visibility contributes to the dearth of positive manager-agent interactions.

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NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls. Legal and compliance reasons.

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Enghouse Interactive

APRIL 13, 2021

Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. So, how is this relevant to an organization that has an on-premise contact center?

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