Contact Center Pipeline
FEBRUARY 12, 2020
He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors. I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages.
Playvox
SEPTEMBER 19, 2022
Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. AutoQA improves the efficiency and effectiveness of Quality Assurance efforts by extending visibility across 100% of support interactions.
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MiaRec
MARCH 21, 2024
An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls.
NICE inContact
FEBRUARY 26, 2020
Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.
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. Employee Experience.
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