Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. 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.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Myra Golden Media

JULY 15, 2019

Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring. Develop Standards and Objectives for Customer Experience. Introduce Quality Program to Employees. Develop Standards and Objectives for Customer Experience. Here are the details of this webinar.

Calibration 153

Calibration Coaching Morale Feedback 153

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. They have also made it easier to monitor brand consistency and the service customers receive.

Customer Experience 40

Customer Experience Coaching Education Quality management 40

8x8

DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Delivered from the cloud “as a Service”… enables you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Single-Sourced.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer. Quality Management. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

SEPTEMBER 29, 2020

Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? The reality is that “customer experience” is more than a single engagement or interaction with your organization. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Playvox

JUNE 10, 2022

Agent coaching has long been a method for improving contact center performance and the customer experience. When performed effectively, agent coaching can improve conversion rates, average handle times, first contact resolution, customer satisfaction, customer experience consistency, and other KPIs.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. Help make sure your organization delivers the customer experience that exceeds their expectations. AI Makes It Possible (Blog Series). Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. In particular, making sure that customer context and intent follow wherever the conversation goes.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Blog #3 Seeing is Believing! Seeing is Believing.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” 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.”.

Surveys 55

Surveys Coaching Contact Center Analytics 55

Enghouse Interactive

SEPTEMBER 3, 2021

of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support. Loosen the Script.

Call Center 71

Call Center Personalization Scripts Morale 71

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. As we know, Teams does not offer a customer experience/engagement solution per se. Transform the Contact Center with Microsoft Teams (blog series). Efficiently. Effectively.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

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. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. They become free agents with the power to transform the customer experience (CX). Magnus Geverts is VP Product Marketing & Management at Calabrio.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

NobelBiz

SEPTEMBER 12, 2023

A lower ATT typically indicates quicker issue resolution and streamlined customer service. However, excessively low ATTs can be problematic, potentially suggesting agents are rushing through calls, sacrificing quality for speed. In essence, it reflects operational efficiency and agent performance.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Verint

AUGUST 31, 2017

Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. CRMXchange Webinar: What Is the Future of Customer Service?

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

CSM Magazine

DECEMBER 1, 2021

This will provide a single pane of glass where complete customer journeys are reflected, from the channels customers use, to previous purchases and past conversations. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. About the Author.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Verint

MARCH 6, 2018

Using Automated Quality to Make Every Agent Your Best Agent Webinar. Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m. March 8; Online Webcast.

Quality management 35

Quality management Coaching Self service Enterprise 35

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Enhance Your Quality Assurance Program. Leverage Data from Customer Interactions.

Quality management 40

Quality management Analytics Coaching Contact Center 40

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. The result is an inadequate toolset for customer service agents and poor training. But it doesn’t have to be this way.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. The Amazon Flywheel (1) illustrates this process flow, where the customer experience (CX) is the starting point, and the beneficiary of all the other actions or outcomes. How did it do so?

Contact Center 91

Contact Center Morale Technology Self service 91

Noble Systems

MAY 20, 2021

With the growing acceptance of speech tools and AI, what are companies able to do with their IVRs today that can positively impact the customer experience? You’ve quickly shown Ellwood that you recognize him and his problem; so he may not be happy about the power being out, but he’s satisfied with his call experience.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Enghouse Interactive

JULY 7, 2021

Gain actionable insights from across the Customer Journey. Increases revenues by improving the customer experience and driving better results. Register for our upcoming SmartQuality Launch webinar to learn how. Continuous improvement by better coaching agents.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. Assets you can download: webinar recording and presentation.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Verint

DECEMBER 12, 2017

Automated quality management provides the ability to automatically score some or all of the questions—in some or all of your evaluation forms. Increasing both customer and employee satisfaction are at stake. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

Verint

NOVEMBER 1, 2017

On November 15 guest speaker Ian Jacobs, Principal Analyst of Forrester Research and Kristyn Emenecker, Global Vice President, Product Strategy Group, of Verint, will present on a live webinar, “Empower Your Employees with More Data, More Automation” at 2 p.m. How can autoscoring evaluations help each agent perform even better?

Employee engagement 26

Employee engagement Quality management Coaching Technology 26