Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Metrics 69

DMG Consulting

JANUARY 30, 2024

These technologies are significantly improving the effectiveness and validity of analytics-enabled quality management (AQM) applications, paving the way for enterprises to migrate from manual quality management programs to the new age of automated QM.

Contact Center 48

Contact Center CRM Enterprise Self service 48

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. After-contact wrap-up and summarization.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

Playvox

FEBRUARY 27, 2023

Putting the customer at the center of decision making and operational improvements, CX leaders across the customer service industry are connecting their CRM with their workforce management systems more frequently to enable a 360 degree view of their business and their day-to-day operations.

Management 75

Management Schedule adherence Contact Center Coaching 75

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. However, Albert Einstein had an important corollary to this rule when he said, “Information is not knowledge”. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

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.

Virtual Agent 70

Virtual Agent Chatbots Average Handle Time Engineering 70

CSM Magazine

JULY 18, 2022

Focusing on Quality Management. Quality management is essential for business success. Inferior quality products and services can cause both customer dissatisfaction and business losses. In contrast, high-quality work will lead to repeat business and spontaneous word-of-mouth marketing.

Best practices 59

Best practices Journey mapping Quality management CRM 59

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

OCTOBER 12, 2022

can be factored in through integrations with quality management, workforce management, performance management, and human resource systems and other applications. Data about the customer and their preferences can be retrieved and incorporated through integrations with a CRM solution or other servicing systems.

Analytics 48

Analytics Scripts CRM Quality management 48

DMG Consulting

SEPTEMBER 30, 2021

Workforce optimization solutions have been major contributors to the success of contact centers because they give managers oversight capabilities, regardless of where their agents are based—although having cloud-based offerings made the remote workforce challenge much easier than it was for companies that had less flexible premises-based solutions.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. More Routing Options through CRM Applications. Did you know some CRM systems have capabilities to route voice and digital interactions?

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Tethr

NOVEMBER 15, 2021

Kustomer for a cutting-edge full-service CRM. Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more. Even if you don’t make the jump to the CRM, however, their call and chat tools are still pretty robust.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

DMG Consulting

OCTOBER 6, 2023

Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

SEPTEMBER 12, 2023

Vendors from many disciplines, including new startups, workforce engagement management (WEM), customer relationship management (CRM), contact center as a service (CCaaS), and verticalized specialists, are offering these capabilities now that enterprises see what they can do for their customers, agents, and bottom line.”

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

DMG Consulting

NOVEMBER 8, 2023

Typically, the summary is shared with the agent for review and corrections prior to posting to the system of record or customer relationship management (CRM) application. The Good News There are several AI-based or AI-enabled applications delivering significant quantifiable benefits to contact centers.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) Integrate with CRM. Action Checklist. Use an omni-channel approach. Leverage chatbots, NLP, and AI.

Contact Center 97

Contact Center Self service Chatbots CRM 97

DMG Consulting

NOVEMBER 30, 2023

Analytics-enabled quality management. Relevant phrases, metadata, and intents are extracted from the conversation or transcript in real time to create a summary that’s exported to a CRM or other customer tracking system. After-interaction summarization.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

CSM Magazine

MARCH 16, 2022

Quora Group has three ISO accreditations: 9001 (quality management), 14001 (environmental management), and 45001 (health and safety). As part of our ISO management system we use BigChange to monitor and measure the greenhouse gas emissions from our vehicles,” added Craig. BigChange has helped it achieve all three. “As

Finance 52

Finance Engineering CRM Healthcare 52

Enghouse Interactive

JULY 7, 2020

By way of the integration of the CRM system with Teams , the customer profile is updated while the call is in process, ensuring that it is current for if/when the call is transferred to an agent. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

CSM Magazine

OCTOBER 10, 2023

For the third and final part of the AHT jigsaw, why not deploy analytics tools to automate after-call activities such as categorising and logging contacts, summarising call notes, sending customers confirmation emails and updating information in the CRM?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

JustCall

MARCH 9, 2023

Aircall Aircall Aircall is most suitable for businesses that are looking to establish a seamless connection between their CRM and helpdesk. Their solutions are a one-stop-shop and may put your incumbent CRM out of use. Can I integrate CRM with call center software?

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Callminer

FEBRUARY 21, 2018

Lauren Stafford is a Digital Publishing Specialist at Discover CRM. Call centers can forget about the importance of implementing a system that integrates well with their current CRM solution. Others may baulk at the inordinate amount of time or effort to manage the process as well. @discover_crm. Craig Borowski. SoftwareAdvice.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

MARCH 13, 2022

Connect your CRM application to get the best of both worlds. Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Monet Software

OCTOBER 3, 2018

Monet WFO is a unified cloud Workforce Optimization solution for contact centers and help desks which includes workforce management, quality management, performance management and analytics. Congratulations to Monet Software for being awarded a 2018 CUSTOMER Magazine Contact Center Technology Award. About CUSTOMER.

Contact Center 48

Contact Center Technology Quality management Engineering 48

NICE inContact

DECEMBER 4, 2018

What level of integration to external systems (as in CRM) do my agents need? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center? How do I evaluate cloud vs. premises solutions?

Contact Center 49

Contact Center APIs contact center solutions CRM 49

NobelBiz

SEPTEMBER 12, 2023

Methods to Measure the ATT Advanced software solutions, sometimes integrated into the CRM, track Talk Time. CCaaS software solutions like NobelBiz OMNI+ integrate seamlessly into CRM systems to monitor ATT efficiently. They automatically start the timer when the agent begins speaking and pause during hold times.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Enghouse Interactive

MAY 27, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) Integrate with CRM. Action Checklist. Use an omni-channel approach. Leverage chatbots, NLP, and AI.

Contact Center 52

Contact Center Self service Chatbots CRM 52

CSM Magazine

APRIL 18, 2023

Elevate Functionality Across Key Workflows Combine data from Workforce Management (WFM) and Quality Management (QM) systems to provide an extra layer of value that optimises contact centre performance. A good example is using quality scores to impact schedules rather than create schedules based purely on agent skills.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Serenova

APRIL 10, 2020

Interfaces that use an internet browser to enable agents to access familiar customer relationship management (CRM) systems from home are helpful. CxEngage Quality Management can help accomplish this by giving supervisors a way to share feedback on customer interactions.

Contact Center 85

Contact Center Benchmark Government Coaching 85

Serenova

APRIL 19, 2020

Agents simply log into the CxEngage toolbar, access via their CRM or dial in on a mobile phone to begin taking calls immediately. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

DMG Consulting

AUGUST 31, 2021

Workforce optimization (WFO)/workforce engagement management (WEM) capabilities, including recording, quality management, interaction analytics, workforce management, robotic process automation and customer journey analytics, need to be put in place to give managers better employee oversight and clearer understanding of customer needs and wants.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

DMG Consulting

DECEMBER 10, 2018

The worlds of interaction management and customer relationship management (CRM) are coming together. Instead of fighting to “own” the customer, CBCCI vendors are either offering their own CRM functionality and/or making it easy to cleanly integrate to a third-party solution like Salesforce.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Enghouse Interactive

JUNE 25, 2021

You can’t over emphasise the importance of creating a trusting open culture in which agents feel comfortable coming to their managers if they are having problems, for example. Quality management. Quick action by managers can then stop them developing into larger problems for the agent.

Technology 40

Technology Morale Self service Analytics 40

Customer Service Life

MAY 15, 2017

Their advanced reporting allows customer service leaders and quality managers to see how often certain macros are being used and how often they’re being customized or even completely changed. Miuros recognized a huge need for insight around macros and developed a platform using AI that gives valuable insights about your macros.

Technology 74

Technology Customer Service Contact Center CRM 74

Enghouse Interactive

AUGUST 16, 2018

CRM and third party integration – Make sure you integrate your contact centre systems with your customer relationship management (CRM) software and relevant third-party systems. That’s increasingly a given, but as a business, you also need to make sure that you have the capabilities to escalate to an agent as and when required.

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40