DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Call Design

OCTOBER 6, 2020

Since the customer is king, contact centres need to double their efforts to resolve customer service calls more efficiently and quickly. Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly. Provide Self-Service Options.

Customer Service 148

Customer Service Self service Quality management Wait times 148

DMG Consulting

JANUARY 29, 2021

What are your top technology priorities for 2021? After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% of the responses. of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

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?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

SEPTEMBER 24, 2021

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI-Enabled Self Service (34.8% planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

APRIL 13, 2022

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

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

DMG Consulting

JULY 19, 2017

Artificial intelligence-based IVAs, also known as “bots,” “chatbots,” “virtual assistants,” “virtual agents,” and a wide variety of other synonyms, use artificial intelligence (AI), machine learning and other technologies to produce highly innovative and exciting self-service capabilities for enterprises and their customers.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Vonage

JANUARY 30, 2019

We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. The net impact will be a significant shift from reactive to proactive responsiveness. Technology-Enabled Innovation.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), But where to start?

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

DMG Consulting

MARCH 30, 2021

It’s time for companies to give customers what they want, which is artificial intelligence-enabled omnichannel self-service solutions, as these have become consumers’ preferred method of conducting business.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

AUGUST 16, 2018

Technology can play a key role in helping to achieve this and here we explore a few ideas on how you can use it to improve first time resolution. Skills-based routing – Create rules for interaction assignment and let skills-based routing deliver the enquiry to the person best suited to resolve your issues.

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

DMG Consulting

SEPTEMBER 20, 2021

The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Enghouse Interactive

OCTOBER 13, 2020

They need to aggregate data from across the complete spectrum of CX activities, from online with context-aware assistance, to chat and messaging solutions using chatbots and live agents, to voice with intelligent IVR, and email with linguistic routing and intelligent auto-response and finally to analytics with AI insights.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX).

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JUNE 11, 2021

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. Customers demand lightning-fast responsiveness, flexibility in customer service process and policies, and reassurances from the organizations they deal with – to maintain their loyalty. Transformation. And New Realities.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Workforce Management Software.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Enghouse Interactive

JULY 29, 2021

Contextual information can also be gathered so that there is a clear understanding of the complete interaction and exactly how the conversation progressed – the impartial recording/assessment of the situation will enable the organization to quickly address any issue(s) as objectively as possible.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

OCTOBER 27, 2021

Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Monet Software predicts in their study that call centers using workforce management systems generally experience a minimum reduction of 2% for staff hours with an average potential savings in the 5-10% range.

call center workforce 54

call center workforce Call Center Technology Management 54

Aspect

NOVEMBER 13, 2017

Also, developments in speech recognition technology, thanks to the innovation and developments around voice assistants such as Apple’s Siri, make a world of difference when it comes to the ability of speech analytics to extract valuable customer information and demonstrate great ROI in many operational areas of the contact centre.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Noble Systems

MAY 20, 2021

The Evolution of Speech Technologies and the Influence on CX. Part 2: Speech Technologies and the Impact on CX. Chris Hodges (SVP sales and marketing) and Ellwood Neuer (SVP solution engineering) of Noble Systems continue their discussion, sharing their thoughts on the impacts of speech technology for business and the CX.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Enghouse Interactive

JULY 7, 2021

While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. Now It’s A Reality.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Talkdesk

NOVEMBER 25, 2020

There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. This includes IVR, omnichannel, self-service and outbound. AI and knowledge solutions to reduce cost and drive smarter, more efficient interactions.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. Using Genesys Cloud CX, contact center owners can effortlessly handle interactions and metrics and address problems quickly. That transformed call centers into contact centers.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Enghouse Interactive

MAY 2, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

MARCH 23, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

FEBRUARY 25, 2022

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contact center solutions 75

contact center solutions Self service Quality management Interactive Voice Response 75

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72