NobelBiz

APRIL 2, 2024

The NobelBiz reporting and analytics tools provide valuable insights into customer interactions, agent performance, and operational efficiency.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

MARCH 21, 2022

Members of this generation often possess qualities that are tailor-made for the contact center. They value hard work and are naturals at building relationships, making them eager to nurture your customer experience. Related Article: 9 Ways a Collaborative Culture Benefits Your Contact Center.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Monet Software

JUNE 29, 2021

What’s more, the agent is more likely to remember the thinking behind the choices they made, so QA feedback can help them adjust how they strategize their contacts, not just incorporate rote behaviors. #4 4 Be specific. To take full advantage, however, agents need specificity. You might be surprised how the focus shifts.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

Verint

AUGUST 17, 2017

To test the validity of this research and the overall industry concern with employee engagement, I included formal questions addressing the subject in the 2017 industry-wide survey that Saddletree Research is currently conducting in conjunction with the NACC.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. The Contact Center was the next evolution.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Verint

DECEMBER 5, 2017

In a recent webinar, Top 5 Best Practices for Extending Workforce Optimization (WFO) Beyond the Contact Center , Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve. Overcoming Cultural Differences.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Fonolo

NOVEMBER 3, 2022

TIP: Conducting anonymous employee satisfaction surveys is a great way to determine how team members feel about their jobs. All of these activities contribute to a more engaged contact center workforce. First call resolution rate. Occupancy rate. Agent churn. Call volume. Call abandonment rate. Employee happiness level.

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. End-to-End Customer Experience Transparency. Unified Platform.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. End-to-End Customer Experience Transparency. Unified Platform.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Verint

APRIL 13, 2016

Although the back office was an entirely separate operation from the front office contact center in most enterprises, the similarities between the two entities indicated a need for further investigation. As a result, we initiated our first back office research project five years ago.

Management 23

Management Enterprise Contact Center Call Center 23

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. It also presents customer satisfaction survey results that rate the vendors and their products.

Consulting 59

Consulting Consulting Marketing Management 59

Hodusoft

NOVEMBER 29, 2022

This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Zoom International

NOVEMBER 7, 2018

We are accustomed to “staying in our lane” and managing to targets that are 100% under our control including customer satisfaction surveys that are solely focused on a specific contact center conversation – rather than the entire customer experience. The survey is only the beginning. Loyalty Rules.

Contact Center 40

Contact Center Banking Surveys Metrics 40

Calabrio

MARCH 30, 2016

million into customer relationship management, the most ever in a single quarter for the category since Dow Jones Venture began keeping track in 1992.”. When a company leverages a data mart that combines analytics from the contact center, workforce management, CRM systems, website, social media, surveys, product engagement etc.,

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Balto

APRIL 20, 2023

According to a Gartner survey , “real estate/facilities management” was the greatest target for budget cuts; 72% of CFOs wanted to trim their organization’s real estate footprint. This can be compared to 54.91% who didn’t experience layoffs. Companies did not grow.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52