CustomerGauge

JANUARY 31, 2017

For many SaaS companies, demos are the first chance to put their “best face forward” when it comes to interacting with customers. The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge. The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge.

Surveys 75

Surveys SaaS Accountability Management 75

Customer Centric Support

SEPTEMBER 28, 2017

Las Vegas hosted another fantastic ICMI (International Customer Management Institute) production this week. It was clear in the demo hall that vendor technology has come a long way in this area. The post Top Tips From ICMI Contact Center Demo appeared first on Customer Centric Support. Back to Customer Centric Support.

Contact Center 92

Contact Center Customer centricity Employee engagement Analytics 92

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on.

Management 85

Management Construction APIs Chatbots 85

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

NICE inContact

JANUARY 21, 2019

We’re not only talking about the risk of vaporware but also the importance of seeing that the platform fulfills specific operational requirements from the perspective of your agents, contact center managers, executive leaders and, of course, your customers. Proof in action. Download the full Forrester Wave report here.

Cloud contact 54

Cloud contact Contact Center Analytics Marketing 54

Playvox

SEPTEMBER 19, 2022

While reviewing 2-5% of interactions may help understand some issues, it leaves many companies to question what they are missing and how they can drive more insight and efficiency from their quality management process. This may be “gameshow” host thing for me to say, but – that’s not all!

Quality management 80

Quality management Management Contact Center Benchmark 80

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. The global housing management industry is thriving and expected to grow from $15.10 There are more than 300,000 property management companies in the US alone. Rental property management.

Management 109

Management Self service Technology Chatbots 109

Pipkins

FEBRUARY 14, 2020

1) Search the Internet and identify as many workforce management companies that produce the particular product needed. An absence management tool? Schedule a demo with the workforce management company that fits within your budget and appears to meet your needs . Pipkins welcomes all requests for demos.

Management 99

Management Sales Personalization 99

Playvox

MAY 11, 2023

Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers. The person who leads these teams plays a fundamental role in the management and work of all the teams. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Coaching Employee engagement 89

MiaRec

MARCH 30, 2024

CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points.

Analytics 83

Analytics Contact Center Technology Sales 83

aircall

OCTOBER 13, 2022

Savvy operations managers have a nose for finding ever-smarter ways to improve operations management. Where others navigate obstacles with clunky workarounds, ops managers see an opportunity for leaner processes. First, What Is Operations Management? Ops managers can be the unsung heroes of progress. That’s a lot!

Management 118

Management Sales Consulting Consulting 118

Aspect

JANUARY 7, 2020

On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. In effect, it encourages attention to each agent’s work obligations.

Management 126

Management Contact Center Analytics Service level 126

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Pipkins

JANUARY 17, 2020

The same applies to your workforce management software. No one would go to a car lot and choose the first car they came upon; workforce management software is no exception. A wise man once said that there was only one reason to buy workforce management software: to save your company money. Set Management Options.

Management 72

Management Customer Service 72

Spearline

JANUARY 27, 2022

However, in the increasingly complex arena of information and communications technologies, careful change management protects business. Book a free demo here. The post Managing CX – Hidden downtime and blind spots appeared first on Spearline. Hidden downtime and blindspots raise anxieties in network teams.

Management 98

Management Telecommunications B2C B2B 98

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM). The benefits?

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

Management 86

Management Schedule adherence Coaching Contact Center 86

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Quadient

JULY 21, 2022

Software voor Customer Experience Management. Salesforce, een leider in de markt voor Customer Relationship Management (CRM)-software, definieert CRM als "technologie voor het beheer van alle relaties en interacties van uw bedrijf met klanten en potentiële klanten". Customer Experience Management (CXM, klantenservicebeheer).

Customer Experience 52

Customer Experience Management CRM Journey mapping 52

Balto

MAY 9, 2023

And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Automated Quality Management (AQM) automates the quality management process in contact centers by leveraging artificial intelligence and machine learning. What is Automated Quality Management?

Quality management 52

Quality management Contact Center Management Coaching 52

Playvox

NOVEMBER 16, 2021

A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Sweaty Betty turned to Playvox to quickly implement, launch, and scale its contact center quality management software.

Quality management 78

Quality management Management Coaching Contact Center 78

Balto

JULY 12, 2022

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. But what about our managers? How, if at all, are we tracking manager productivity? What Is Manager Productivity and How Would You Track It?

Management 52

Management Coaching Contact Center Average Handle Time 52

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Management 87

Management Accountability Sales Upselling 87

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves.

Banking 52

Banking Accountability Customer Service Sales 52

Balto

JUNE 13, 2022

On the flip side, we also need to keep an eye on escalations and manager requests. When customers ask to speak to a manager, they’re usually not happy. So, as we continue our KPI series over the coming weeks, in this article we’re going to focus on manager requests and how to reduce them. Better Training.

Management 52

Management Contact center software Coaching Contact Center 52

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. Balancing S ervice Levels with Customer Demands While these are some of the smartest actions a contact center manager can take, they are also some of the hardest to execute well.

Management 75

Management Schedule adherence Contact Center Coaching 75

aircall

JULY 25, 2022

We’ve got a lot of experience helping SDR managers understand their team’s performance through numbers, so we’ve short-listed the eight metrics our clients and partners (and our own sales teams!) This is an important metric for you to manage sales representatives at an individual level. find the most useful.

Metrics 62

Metrics Sales Management Accountability 62

Monet Software

MARCH 20, 2019

Whether a contact center is launching a new performance management effort, or making changes to an existing program, the key to its success will always be communication. Managers and senior personnel are responsible for explaining and promoting the contact center’s performance management goals to rank-and-file personnel.

Management 82

Management Quality management Contact Center Customer Service 82

Cisco - Contact Center

MARCH 28, 2023

AlgoSec’s Security Management solutions for Cisco ACI extend ACI’s policy-driven automation to security devices in ACI fabrics, provide visibility into the security posture of ACI, and helpensure c… Read more on Cisco Blogs

Management 95

Management 95

Avoxi

SEPTEMBER 6, 2019

Request Demo Talk to an Expert Contact Us One of the key aspects of running a contact center is agent time management. And while most of your agents' time is spent on the phone, it's just as important to manage the time that your agents spend off the phone.

Call Center 72

Call Center Management Contact Center Time management 72

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

SmartAction

MARCH 1, 2022

Software as a Service and Managed Software as a Service have their similarities, and that likeness is evident in their names. Yet the difference isn’t as simple as the additional word of “managed.” When it comes to configuring and managing the software, you are very much on your own. See a Demo.

Management 72

Management SaaS Virtual Agent Automotive 72

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. There are several roles within the workforce management space, and each one is important in its own way. What Is Real-Time Data Monitoring In Workforce Management?

Management 54

Management Contact Center Best practices Agent burnout 54

Lumoa

APRIL 8, 2024

We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me to learn more! Thanks for reading!

Surveys 83

Surveys Feedback Management Personalization 83

JustCall

OCTOBER 16, 2023

Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. Increased Operational Costs High call volumes, when not managed efficiently, can result in the need for more human resources, escalating operational expenses.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

JustCall

OCTOBER 16, 2023

Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. Increased Operational Costs High call volumes, when not managed efficiently, can result in the need for more human resources, escalating operational expenses.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

JustCall

MARCH 28, 2023

As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. Tips for Better Management of Your Remote Sales Team Managing sales teams comes with its own share of challenges and obstacles in the virtual landscape. But with a proper plan and mindful execution, success cannot be far behind!

Sales 52

Sales Management Morale Employee engagement 52