Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). 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.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Hodusoft

JUNE 17, 2021

The data sources include approved user reviews, public data sources, and data from technology vendors. . Customer support. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Value for money.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Playvox

MARCH 12, 2023

As a customer service center leader, improving the efficiency of your customer service center is always the top priority. Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. The right communications and collaboration tools empower everyone.

Gamification 52

Gamification Customer centricity Self service Surveys 52

JustCall

MARCH 7, 2023

Customer support is the backbone of every customer-facing business, and your growth relies heavily on your ability to satisfy and retain your customers. But meeting the increasing expectations of your customers is a challenge. And the only way to succeed is through an effective contact center management system.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria.

call center software 210

call center software Call Center Contact Center Analytics 210

Enghouse Interactive

JULY 7, 2021

With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged. This is especially important for industries that must adhere to specific scripting and/or a wide range of regulations and when dealing with sensitive customer issues or needs.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Serenova

OCTOBER 7, 2020

The ability of organizations to meet this demand — to pick up the phone when their customers needed them most — has been directly contingent on how well they’ve been able to make the pivot to WFH. Many call centers, reliant on rigid policies and on-premise technology, have struggled to turn the ocean liner.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Fonolo

MAY 7, 2015

Keep Up With the Latest Contact Center Technology. What do great call center managers do? A contact center manager’s job is often a thankless one. As the supervisor of a contact center, your job is to make sure that your team of agents provides the best experience possible to your customers. Get Your Hands Dirty.

Call Center 126

Call Center Management Contact Center Coaching 126

Enghouse Interactive

OCTOBER 21, 2020

Training is key – to facilitate change and to make the agents comfortable with the new technologies. Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues. Augmented conversations – aided by Artificial Intelligence – will be the new normal.

Self service 76

Self service Contact Center Benchmark Chatbots 76

RapportBoost

JANUARY 29, 2019

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order.

Coaching 51

Coaching Revenue potential Analytics Contact Center 51

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Enghouse Interactive

JUNE 24, 2021

By leveraging advanced technologies, organizations can successfully meet customers’ ever-changing needs while preparing for the future, simultaneously improving their customer’s experience (CX) with industry-leading e? Video’s rapid adoption within the consumer market has transformed realities.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). But it goes beyond enabling automation.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JULY 29, 2021

With the latest technology, recordings are processed in real-time and are time-stamped, codified, and indexed to simplify future analysis or retrieval.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Playvox

OCTOBER 12, 2022

Give space to succeed, and your remote contact center—and customers—will benefit. When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Optimize with Technology. Remember that one-on-one training isn’t the only remote training option.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Avaya

JUNE 18, 2018

Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations. As a regulation on company behavior, GDPR does not apply to technology directly.

Quality management 40

Quality management Analytics Coaching Contact Center 40

NobelBiz

MARCH 23, 2022

You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will not be able to grow. But how much does your technology add to your company’s revenue? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

JustCall

APRIL 5, 2023

Top Features of Five9 Skills-based routing – Customer calls are assigned to agents with the right skills to address their needs using routing rules. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Callminer

NOVEMBER 18, 2020

Some examples include technology advancements, machine learning, automation, seamless omnichannel servicing, frictionless customer experience, predictive modeling providing proactive solutions, and most recently, a pivot to work at home. Launch technology to automate, monitor, manage, and support all aspects of the customer experience.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80