Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Download the “ Optimizing the Agent Journey to Perfect the Customer Journey ” white paper.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

ConvergeOne

JUNE 28, 2022

There are books and blogs (among other things) sharing tips and techniques for addressing it… while also questioning whether or not it is real. in the area of customer experience and transformation, and many are asking for solutions that help agents. It all started a couple of years ago with the term “The Great Resignation.”

Self service 82

Self service Quality management Technology Contact Center 82

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

teleopti

JANUARY 9, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Analytics 76

Analytics Quality management Contact Center Customer Experience 76

Avaya

JANUARY 26, 2018

Financial services institutions—specifically investment firms, credit institutions and trading venues—are subject to MiFID II, including companies that are headquartered outside of the EU but do business there ( for a more thorough overview, see this blog by industry analyst Sheila McGee-Smith ). Recording Regulations: Raising the Bar.

Government 51

Government Coaching Contact Center Quality management 51

NICE inContact

NOVEMBER 9, 2018

81% of those surveyed say they’d switch to another company if they’ve had a bad customer experience but over 80% also say they would be willing to reward companies who give great service by going out of their way to buy again and even recommend the company to a friend. Older systems often don’t provide convenient access to KPI metrics.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49