DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Connect

APRIL 18, 2024

Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

DMG Consulting

JANUARY 24, 2023

The newer real-time IA applications analyze interactions as they are taking place and use the findings to generate actionable alerts or recommendations to managers, supervisors, and/or agents, to bring their attention to situations that require immediate remediation. Automating the quality management process.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

SharpenCX

MARCH 25, 2021

Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. . What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

DMG Consulting

OCTOBER 10, 2022

While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics. The contact center has traditionally been the main consumer of IA because they are the source of the input: call recordings, SMS, chat, email, etc. Final Thoughts.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Callminer

FEBRUARY 21, 2018

So, this is a great question to ask when comparing call center monitoring software. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. The number one mistake call centers make when comparing and purchasing call center monitoring software is…”.

call center software 210

call center software Call Center Contact Center Analytics 210

DMG Consulting

JANUARY 2, 2018

While adoption has been strong, the addressable market is still large, and there are thousands of contact centers that have not yet adopted speech analytics. Speech analytics engines are a standard component of e-discovery tools and are finding their way into enterprise business intelligence solutions.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday management is an area of weakness in most contact center WFM solutions. This is a game changer for contact centers.

Contact Center 48

Contact Center Service level Consulting Consulting 48

CSM Magazine

AUGUST 6, 2020

Deliver relevant insights across the contact centre and the business – the unique structure of modern cloud-based contact centre solutions blends comprehensive, omnichannel Voice of the Customer (VOC) capture with the ability to integrate virtually any data stream from across the organisation.

Analytics 52

Analytics Engineering Quality management Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call calibration sessions A calibration session is an activity used to unify management ratings and metrics. This workshop brings together at the same table the management of the contact center and the ordering client. This assessment system includes both inbound and outbound campaigns.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Enghouse Interactive

JULY 10, 2018

Self-service tools have removed many simple requests from the contact center resulting in agents having to deal with a higher volume of complex requests. Partner Colorado Credit Union embarked on a search for a new contact center platform with several key criteria in mind. Don’t forget about human interactions.

Self service 40

Self service CRM Contact Center Analytics 40

Enghouse Interactive

DECEMBER 5, 2018

As 2019 progresses, we expect to see the technology used more as a coaching bot by the contact centre management team. In the past, speech analytics was primarily used as a bolt-on analytical engine. That’s changing today, and we will see that change accelerate during 2019.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Contact Center 54

Contact Center Transportation Coaching Analytics 54

SharpenCX

OCTOBER 4, 2023

Contact center agents are the ones who answer the call—literally and figuratively—when things hit the fan, from being stranded on the side of the road to being locked out of an account. As virtual reality and other technologies continue to permeate society, they will undoubtedly continue to influence contact centers.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Enghouse Interactive

DECEMBER 3, 2020

It is particularly helpful for demonstrations and ‘how-to’ explanations such as when an agent in a retailer needs to demonstrate the benefits of a particular product or a field engineer needs to explain how to complete a minor repair or reboot, for example.

Enterprise 42

Enterprise Customer centricity Analytics Engineering 42

SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Make automation a piece of your quality management strategy.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Serenova

JUNE 5, 2020

Heightened stress levels also have a detrimental impact on employee retention—an ongoing problem for contact centers that becomes more damaging during crisis, when call volume can peak. It’s not just your contact center agents who are working from home. Optimization engine produces schedules within minutes.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Quality Management Analytics. Customer Surveys. before it’s too late.

Surveys 55

Surveys Coaching Contact Center Quality management 55

Tenfold - Contact Center Blog

DECEMBER 28, 2017

The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Business Intelligence.

call center workforce 54

call center workforce Call Center Technology Management 54

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Through UC/CC integration, they improved overall communication and collaboration across the organization, from front-line agents to back-office and support teams, to engineers and decision-makers. Single-Sourced. Always Available. Unified Communications. Because your organization needs to.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Zoom International

NOVEMBER 20, 2018

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contact center workforce 96

contact center workforce Quality management Engineering Contact Center 96

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Most contact centers only have the resources to review a very small percentage of their call volume.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

OCTOBER 12, 2021

Enhance internal communications, provide front-line staff with instantaneous access to SME’s, decision-makers, back-office staff, support teams, engineers so that the right people can be quickly contacted to help resolve customer issues. Empower staff to go beyond the “norm”.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Zoom International

NOVEMBER 7, 2018

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Enable your Contact Center into improve loyalty. Your contact center is pivotal to loyalty and retention efforts.

Contact Center 40

Contact Center Banking Surveys Metrics 40

SharpenCX

JUNE 9, 2021

One way to fight a gloomy morale in your contact center is to create connections within your remote team. It’s easy as the manager to get stuck on the details. You’re tracking quality management and KPIs , providing in-line feedback , and managing your employees’ professional development. All the things.

Management 67

Management Contact Center Employee engagement Engineering 67

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). . For example, when you call into a contact center today, you will probably hear some version of the following message, “We are sorry.

CRM 348

CRM Technology Personalization Contact Center 348