CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.” For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Serenova

MARCH 23, 2020

I’ve been reminded of this throughout my career leading technology companies and serving customers. With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely. But what we’re experiencing right now is unprecedented.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

DMG Consulting

SEPTEMBER 14, 2021

Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Balto

APRIL 20, 2023

Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. And what role does technology play? Here’s what we found: For 49.88% of contact center leaders, budgets aren’t going down — but they aren’t going up either.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Verint

JANUARY 31, 2018

That post continues a theme that we see in the media every day: organizations are looking at using automation and AI for business and workforce optimization—however, applying these technologies and processes needs to be well thought-out. What is the back office?

Enterprise 39

Enterprise Healthcare Banking Contact Center 39