Aspect

MAY 15, 2018

The AI market is somewhat unique, as far as new technologies go, because we have a clear standard for what the technology should be able to achieve: the same physical and intellectual capacity that we have as human beings. We could use a simple Boolean equation or a decision tree or a deep neural network to make the decision.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

pindrop

JANUARY 8, 2021

For fraud and contact center professionals interested in protecting their customers’ internal data – this post will be covering some of the reasons why Pindrop – made this list of distinguished cybersecurity companies. . Contact Center Security The Pindrop Way – How Pindrop® Protects. Deep Voice Engine.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

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

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using workforce. management (WFM).

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

CSM Magazine

JANUARY 25, 2023

Blend strategies for enhanced emotional wellbeing with the latest agent-empowering technology to ensure frontline staff are feeling fit and healthy. Get the foundations right —start by tackling the major stress triggers in your contact centre when the calls flood in from customers wanting to return or exchange their gifts.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

DECEMBER 6, 2019

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. The MDA 500QD Series is designed for organizations moving their contact center to the cloud.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

DMG Consulting

MARCH 11, 2021

DMG’s 14 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology.

Consulting 59

Consulting Consulting Marketing Management 59

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Analytics 36

Analytics Quality management Contact Center Management 36

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Interactive Voice Response 23

Interactive Voice Response Contact Center Average Handle Time Personalization 23

Verint

OCTOBER 30, 2017

Although news about recent advances in automation technology may be creating employee anxiety, these capabilities can actually empower employees and make their lives—and those of your customers—even better.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. Cons : Its customer support service can be better. Cons : Some reports of technical issues.

Contact center software 40

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