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. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Constant Learning Improves AI Recommendations. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Monet Software

DECEMBER 21, 2018

In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. While the qualities of Monet WFO had already been recognized twice, June marked the official release of our next generation Workforce Optimization (WFO) suite. Another award so soon?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share. About the Author.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A You can find those stories here.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Six years is a long time given the speed at which technology changes – so how did the more than 200 contact center professionals respond this time around?

Contact Center 59

Contact Center Surveys CRM Quality management 59

CSM Magazine

SEPTEMBER 21, 2021

In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions.

Multichannel 59

Multichannel Analytics Quality management Enterprise 59

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy.

Gamification 52

Gamification Analytics Employee engagement Quality management 52