Events Quality management Self service Technology 
Enghouse Interactive
SEPTEMBER 1, 2020
In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.
Enghouse Interactive
SEPTEMBER 10, 2020
As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.
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DMG Consulting
AUGUST 31, 2021
Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. 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.
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. Is Technology the Answer to Contact Centers’ Biggest Challenges?
ConvergeOne
JUNE 28, 2022
WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. Today's forward-thinking organizations continually adopt the latest technologies to enhance workforce management processes, improve customer experience and maintain a competitive edge over the competition.
DMG Consulting
SEPTEMBER 24, 2021
The business world has been transformed by the events of the past year, but the changes would have happened in any case at some point in the near future. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).
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.
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