DMG Consulting

SEPTEMBER 20, 2021

Contact centers and service organizations have responded with amazing agility, professionalism, and grace in the face of great adversity, evidenced by the speed and success of contact center leaders’ efforts to move thousands of employees out of the office to work at home, in a matter of days.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

CSM Magazine

MAY 5, 2022

‘Easy and smart’ does it – and that’s certainly the case when it comes to agent self-scheduling solutions that allow agents to build and edit their own schedules in real-time and on the move, using their mobile devices. Agent self-scheduling is just one way to engage and motivate employees.

Self service 52

Self service Service level Analytics Coaching 52

DMG Consulting

AUGUST 31, 2021

Something is clearly out of sync and needs to be fixed, but it’s hard to pinpoint exactly why service quality keeps getting worse. Some people are blaming the pandemic and/or the work-at-home situation, but these recent events are not the cause. There were major service issues long before COVID-19.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

Verint

MARCH 6, 2018

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. ePharma Conference. Out with the Old. In with the AI”. March 22; New York, NY. In with the AI” at 3 p.m.

Quality management 35

Quality management Coaching Self service Enterprise 35

Talkdesk

FEBRUARY 5, 2021

Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . Sally’s had a similar experience.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Callminer

NOVEMBER 18, 2020

In this day and age when self-service options are available, customers are usually calling in because they have a more complicated issue that isn’t easily solved. Audit work through quality management programs that reflect the optimal customer experience. Say, ‘I don’t know.’ Fraser Wilson. AnswerConnect.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

DMG Consulting

APRIL 16, 2019

Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Not all issues can be resolved well through self-service.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

OCTOBER 27, 2021

unfiltered) comments are typically offered during a specific event or situation. Extend Your Customer Data Gathering Capabilities . While most organizations seek to better understand their customers, the most valuable (i.e.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

APRIL 30, 2021

How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Building EI in your team and culture.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

OCTOBER 4, 2019

Visit us at kiosk #507 to find out how. Click here for discounted tickets! Organizations with Contact Centers are in an enviable position – each and every day, they gather customer data that is constantly refreshed and upgraded. When you think about it, they are getting a steady stream of new information from an unbiased focus group.

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40