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.

Self service 79

Self service Contact Center Chatbots First call resolution 79

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. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

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?

Quality management 67

Quality management Calibration Management Coaching 67

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. These help all the associates succeed.

Quality management 52

Quality management Call Center Management Coaching 52

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?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

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. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

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. . You need tools to make them more efficient. And if you have agents all over the place, you need tools to manage them. Enter Quality Management.

Quality management 48

Quality management Sales Management Contact Center 48

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Through the use of better tools, and more precise focus on agent scripting improvements. Implement the right measurement and administrative tools and procedures. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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).

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Monet Software

SEPTEMBER 10, 2020

This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Perhaps the topic didn’t register with a new recruitment class or a particular manager isn’t modeling good skills. . Need more information about how workforce engagement transforms customer experience?

Call Center 71

Call Center Personalization Scripts Morale 71

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! The tools are here. of companies using it. Full omni-channel user experience.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

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. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

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. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

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.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

NICE inContact

APRIL 13, 2016

A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Good luck loosening a single lug nut with your bare hand.

Contact Center 69

Contact Center Management At home agents Coaching 69

MiaRec

NOVEMBER 14, 2023

Our Voice Analytic s solutions enable contact centers to streamline quality and compliance processes, gain valuable customer insights through tools like Sentiment and Topical Analysis, implement Automated Quality Management , leverage AI assistance, and more.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Our Voice Analytic s solutions enable contact centers to streamline quality and compliance processes, gain valuable customer insights through tools like Sentiment and Topical Analysis, implement Automated Quality Management , leverage AI assistance, and more.

Analytics 52

Analytics Contact Center Quality management Management 52

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Many WFM and QM tools are sold separately and have to be integrated into existing platforms. The segmentation of tools leads to silos. That bundle may just be a repackage of existing individual tools.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Additionally, some tools use a call-back approach to provide a machine-based survey. Back To CX Accelerator Blog. NPS #VoC #ContactCenter.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Avaya

AUGUST 24, 2016

Common recently became a beta user of Avaya Workforce Optimization Select , an easy-to-implement, easy-to-use, security-oriented solution that gives contact center managers and representatives access to scalable and flexible tools. Workforce Optimization Select has upped the ante when it comes to workforce optimization tools.

Quality management 47

Quality management Coaching Contact Center Call Center 47

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Here’s What’s New. Make Smarter Decisions with Webex Workforce Optimization. To learn more about Webex Contact Center, read our ebook.

Contact Center 124

Contact Center contact center solutions Analytics Entertainment 124

Call Design

OCTOBER 6, 2020

With Call Design’s Quality Management software, you can assess the quality and effectiveness of your agent’s capabilities. With a solution like this, you can empower and equip your agents with the tools and skills they need to serve your customers better. How Call Design Can Help.

Customer Service 148

Customer Service Self service Quality management Wait times 148

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

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. Quality Management. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

UJET

JULY 21, 2020

A quality management solution will provide a lot of customer service data for both agents and supervisors. Through the use of a quality management platform , supervisors could see what channels an agent is most productive in and make strategic operational adjustments. Agent Metrics. Feedback is Great for Everyone.

Feedback 120

Feedback Quality management Metrics Surveys 120

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information.

Big data 102

Big data Management Journey mapping Contact Center 102

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

UJET

JUNE 3, 2020

It’s important that they have access to tools they need to work successfully. What tools and platforms will they need to complete that work too? A supervisor should have a complete understanding of which tools agents need and make sure that they have access to them all. Use Workforce Management and Quality Management Solutions.

Management 82

Management call center professionals Quality management Feedback 82

Beyond Philosophy

JANUARY 12, 2022

Before the Customer Experience movement, the significant wave of change with business was Customer Relationship Management (CRM), and before that, it was Total Quality Management (TQM). . Furthermore, organizations do not have to build these tools themselves. However, CRM and TQM are not gone or rejected.

CRM 348

CRM Technology Personalization Contact Center 348

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. The post Gain Efficiency and Empower Agents with Cloud appeared first on NICE inContact Blog.

call center software 54

call center software Contact Center Quality management Call Center 54

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). Organizations also recognized that the Japanese companies were exceptionally skilled at getting quality right. We had a problem 20 years ago, too.

CRM 195

CRM Consulting Consulting Quality management 195

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

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. Tools and technologies are certainly available to allow self-service, automate mundane tasks, authenticate customers and employees and deploy automated quality management to streamline processes.

Self service 82

Self service Quality management Technology Contact Center 82

SharpenCX

OCTOBER 4, 2023

In this blog, we’ll explore how and why agents’ roles have evolved and seven tips for creating an environment where agents can grow, thrive, and develop a career. As we stated at the start of this blog, customer service can be thankless—but contact center leadership has the power to change that. Recognize agent performance.

Customer Service 67

Customer Service Contact Center Banking Call Center 67