CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

AUGUST 15, 2022

According to the research: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. What Is The Future Of Contact Center Remote Work?

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

JANUARY 13, 2022

Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents. A cloud-based workforce management (WFM) solution gives you a real-time view into every agent and every channel. Quality Management (QM) Solution. Gamification.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”.

Consulting 48

Consulting Consulting Marketing Management 48

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Challenges can consistently be given through gamification tools.

Call Center 56

Call Center Gamification Coaching Surveys 56

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

DMG Consulting

JANUARY 8, 2018

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Serenova

JUNE 11, 2019

A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”. Quality management can help by monitoring and evaluating agents’ interactions with customers by recording calls and capturing agents’ desktop screens for ongoing evaluation.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Per Metrigy’s * most recent study, 71.6% planned, 46.5% Keep an Eye on These Three Emerging Areas.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

MAY 25, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 21, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JANUARY 17, 2018

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JUNE 7, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 18, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 29, 2017

The 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report provides contact center and IT managers with all the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Serenova

JUNE 6, 2019

When hardware and software are in the cloud, capital expenses and ongoing system maintenance are reduced significantly, and it’s the provider’s responsibility to manage them without interruption to your contact center. The experts emphasized that even with the ultimate benefits, change management is essential to successful cloud migration.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

APRIL 16, 2019

AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. In a recent Harvard Business Review blog, results from a survey of 2,479 people were asked, “What has helped your career more, positive or negative feedback?” One fun way to provide recognition is via a gamification solution.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center managers need metrics to successfully measure agent performance and improvements to call center operations. 10% off their next purchase) to boost response rates.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Serenova

JUNE 5, 2020

Before COVID-19, Northwestern National Life released a survey in which 40% of respondents said they considered their jobs stressful. To maintain business continuity, organizations must find ways to help employees manage stress. Workforce management (WFM) tools can help. Cool Agent Stress. Temperatures Rising.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Expivia

JULY 21, 2021

This tool truly raises the quality of your contact center. You can’t rely on customer surveys to see how well you’re performing. . Workforce Management Software. Real-time staffing suggestions also help managers assign shifts much faster. Gamification. And gamification is a great way to do that. .

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. Vendors are entering the KM market from many different IT sectors, and the opportunities are great for disruptive solutions to transform the world of knowledge management.

Consulting 48

Consulting Consulting Marketing Management 48

JustCall

NOVEMBER 25, 2022

With an emphasis on customer health and happiness, HubSpot has built a name for itself as a frontrunner in social media marketing, marketing automation, and customer relationship management (CRM). HubSpot automatically incorporates all of this information into its customer relationship management system to keep track of it.

Sales 52

Sales voip Real estate CRM 52

JustCall

APRIL 5, 2023

Five9 Best-suited for you if you want: Flexible contact center software To prioritize functionalities over price, (as this tool offers a wide range of advanced technologies, such as AI) Its biggest USPs is the blended contact center (for both inbound and outbound call management), customized pricing, and extensive integrations.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345