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.

Self service 82

Self service Quality management Technology Contact Center 82

Playvox

AUGUST 30, 2022

Offering creative team-building events, such as online concerts or birthday celebrations, receives positive, enthusiastic feedback from employees. Suggestions we heard from agents on how managers could improve include: “Our manager needs to check in with us more often, including daily touch points.” “My

Contact Center 84

Contact Center Transportation Management Feedback 84

Playvox

DECEMBER 21, 2022

Agents who thought their contact centers had some improvements to make with regard to remote work say they wish they had: Frequent check-ins and more availability from managers. Regular inclusion in company events. Performance And Quality Management. Turn To Technology To Support Remote Work.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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).

Analytics 77

Analytics Enterprise Contact Center Quality management 77

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

DMG Consulting

APRIL 13, 2022

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).

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

SEPTEMBER 20, 2021

The massive workforce migration required a great deal of grit and ingenuity, as many companies lacked business continuity plans in the event of a prolonged pandemic. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Playvox

OCTOBER 18, 2022

Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations. One of the cornerstones of a remote work option is a strong policy to govern it.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. This new release adds a seamless WFM integration to Amazon Connect, a disruptive contact center technology from Amazon, and enables companies to host a growing number of key contact center solutions on AWS.”.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Monet Software

OCTOBER 22, 2018

This was Monet Software’s second year of attendance, and this time around our booth was so crowded every day that we could not even attend many of the keynote speeches and other events taking place throughout the city! This makes it easier to update customer profiles, compose emails and schedule meetings by talking to a mobile device.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

CSM Magazine

MAY 5, 2022

Frontline employees can move lunches, catch-up with colleagues and make time for new learning as customer demands or domestic events occur throughout the day. Raise the status of self-scheduling – make what we call at Calabrio ‘lifestyle scheduling’ an intrinsic part of your strategic Workforce Engagement Management (WEM) framework.

Self service 52

Self service Service level Analytics Coaching 52

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. In with the AI” at 3 p.m.

Quality management 35

Quality management Coaching Self service Enterprise 35

Serenova

OCTOBER 7, 2020

Many call centers, reliant on rigid policies and on-premise technology, have struggled to turn the ocean liner. Ensure your virtual call center technology (as well as your people) can adapt to change. 7 Key Strategies to Setting Up Work From Home Call Center Agents For Success. The Future of the Contact Center.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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

The event brought together experts Sandra Thompson from Ei Evolution, Annamarie Quinn of Sensée and Jeremy Payne of Enghouse Interactive for a discussion that defined emotional intelligence, outlined its benefits, and highlighted how it can be nurtured within the contact centre. The positive impact of technology.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Verint

AUGUST 24, 2017

At a recent Technology Association of Georgia (TAG) Customer Relationship Management / Customer Experience event at the Atlanta Tech Village , the GM of Advanced Analytics and Data Science from a major airline took part in a panel on predictive analytics and artificial intelligence.

Analytics 34

Analytics Airlines Quality management Contact Center 34

Enghouse Interactive

JUNE 25, 2019

Omni-Channel Capabilitie s Integrates inputs from a wide range of channels: voice, video (webRTC), chat/SMS, email, mobile and social media streams including: quality management/recording, Artificial Intelligence (AI) and other services.

Contact Center 40

Contact Center Customer centricity contact center solutions Quality management 40

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

DMG Consulting

APRIL 5, 2017

The market challenge is that even the most accurate WFM solution (if there is such a tool) cannot anticipate and plan for unexpected events, which create varying levels of chaos because they render forecasts mostly useless.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Keep Up With the Latest Contact Center Technology. What do great call center managers do? A contact center manager’s job is often a thankless one. Keep Up With the Latest Contact Center Technology. Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

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? September 14; Webinar.

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

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. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Calabrio

DECEMBER 8, 2020

But the massive, unforeseen events of 2020 made it even more apparent how imperative it is for contact center agents to be able to easily access accurate, up-to-date customer data. approach and the elimination of data disparity improve contact center quality management? Can you give me an example?

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

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

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Flavio has a B.S.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Playvox

AUGUST 25, 2021

Technology that Fosters Well-Being. As businesses shifted from interacting with their clients in-person, digital channels became the primary means of customer communications, causing organizations to rethink their technology and communications strategies. Related Article: 12 Signs Your Contact Center Needs a WEM Solution.

Management 57

Management Agent burnout Contact Center Coaching 57

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. . Retailer-in-retailer models . “¿Por

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Calabrio

DECEMBER 8, 2020

But the massive, unforeseen events of 2020 made it even more apparent how imperative it is for contact center agents to be able to easily access accurate, up-to-date customer data. approach and the elimination of data disparity improve contact center quality management? Can you give me an example?

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us. One integrated platform for Customer Experience Intelligence.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

CX Global Media

FEBRUARY 28, 2019

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. Stop bludgeoning your contact center into technology submission.

Contact Center 250

Contact Center Coaching Call Center Technology 250

CSM Magazine

DECEMBER 1, 2021

Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment. Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Serenova

JUNE 5, 2020

Single-day reoptimization makes it easier to handle unexpected events, such as absences or changes in call volume. You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us. One integrated platform for Customer Experience Intelligence.

Analytics 76

Analytics Quality management Contact Center Customer Experience 76

teleopti

JANUARY 9, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us. One integrated platform for Customer Experience Intelligence.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

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. How & Why The Pandemic Has Accelerated Automation and Digital Adoption.

Self service 52

Self service Abandon rate Contact Center First call resolution 52