MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Analytics 80

Analytics Contact Center Quality management Management 80

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. In our study, 41% of managers told us giving agents the ability to work remotely has greatly or somewhat reduced their resignation rates. ENJOYING THIS ARTICLE?

Contact Center 84

Contact Center Transportation Management Feedback 84

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). With the realities resulting from Covid-19, video has become the most e?ective

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Call Monitoring.

Quality management 40

Quality management Management Best practices Coaching 40

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

DMG Consulting

JULY 5, 2020

Developing a Contact Center Work-At-Home Program. And even BC plans that had work-at-home (WAH) guidelines for agents were unlikely to have documented best practices for supervisors or managers who unexpectedly needed to work remotely. . WAH Considerations for Contact Centers. working space, security, and more.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Aspect

AUGUST 26, 2019

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Maximize Workforce Engagement Management (WEM) Solutions.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Aspect

JANUARY 3, 2018

If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level? Of the remaining contact centers that are completely on-premises, 58% will move to the cloud by 2020.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 52

Contact Center Self service Chatbots CRM 52

MiaRec

AUGUST 6, 2023

Transforming quality management in the contact center ? Leveraging generative AI and Machine Learning in the contact center Polyakova provides an insightful look at the next 12 months of MiaRec’s products and features roadmap, and the valuable benefits to customers and partners that they entail.

Analytics 52

Analytics Call Center Quality management Contact Center 52

Certified Languages International

NOVEMBER 10, 2020

language services industry (hi, Lionbridge and TransPerfect), we’ll be focusing on the top companies that primarily provide remote interpreting services, like video and telephone interpretation. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Stratus Video. Let’s take a closer look. LanguageLine Solutions.

Healthcare 52

Healthcare Government Enterprise Banking 52

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. AUTOMATION TAKES CENTER STAGE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Enghouse Interactive

JUNE 25, 2019

If you’re not already aware, Enghouse Interactive offers the industry’s broadest range of contact center solutions. With this in mind, Enghouse offers its contact center portfolio with a choice of deployment modalities: On Premise or Cloud. What makes the Enghouse Contact Center extremely flexible and capable? .

Contact Center 40

Contact Center Customer centricity contact center solutions Quality management 40

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. Video helps maintain relationships in ways that no other type of communication can. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Resource: Video Conference Security – Basic Checklist. Recommended Best Practices.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Playvox

SEPTEMBER 30, 2021

You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen. You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness.

Gamification 52

Gamification Call Center Contact Center Coaching 52

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Enghouse Interactive

JULY 29, 2021

Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”? As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded. AI is rapidly being applied in all areas of the contact center.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Brad Cleveland Blog

NOVEMBER 28, 2018

You’d likely notice some hairstyles that you don’t see every day at some tech contact centers.

Contact Center 26

Contact Center Management Quality management Call Center 26

DMG Consulting

SEPTEMBER 17, 2021

Contact centers in particular have been dramatically impacted by the pandemic, as have most, if not all, departments in public and private institutions and organizations. The pandemic, together with the ongoing digital transformation, is yielding many positive changes in contact centers.

Contact Center 48

Contact Center Enterprise Self service Technology 48

Serenova

AUGUST 11, 2020

In recent years, businesses have evolved the role of call center agents to help customers through a variety of mediums giving birth to the omnichannel contact center. This has further extended the role of the contact center agent and created new complexity for agents. Skills Required for Call Center Agents.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Back office support.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66