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. Key Factor : Regularly update and validate all info gathered, its accuracy builds customer trust.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Enghouse Interactive

JULY 7, 2020

Contact center agents are now under ever-increasing pressure to treat all callers with speed and accuracy, making customer satisfaction their main objective…while also dealing with each person with appropriate levels of empathy. . Self-Service Helps Agents Too. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

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. IA BENEFITS THE CONTACT CENTER.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

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

CSM Magazine

APRIL 25, 2023

Spotlight Personal Strengths Personal traits and strengths can drive behaviours that can result in positive customer outcomes such as enhanced customer satisfaction ratings, greater customer loyalty and ultimately, new sales. Then sit back and watch personal belief, performance, and engagement levels soar.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

DECEMBER 15, 2022

Quality management software can increase employee engagement and uplevel agents’ skills with regular training and development opportunities to stay updated with the latest information, examples, scenarios, and best practices — resulting in a happier and more productive workforce — which leads to happier customers.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

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. Key Factor : Regularly update and validate all info gathered, its accuracy builds customer trust.

Contact Center 52

Contact Center Self service Chatbots CRM 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

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. IA Benefits The Contact Center.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Playvox

JANUARY 24, 2022

What’s more, customers expect to have a consistent experience where they are recognized across all interaction channels — whether digital, in person, or voice. But to get to this level of service excellence, you may need to rework contact center operations to focus on enhancing CX. What are Customer Experience Metrics?

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

CSM Magazine

MAY 5, 2022

Remember the secret sauce to self-service automation – comprehensive rule sets and real-time intraday service level controls across all skills ensure that agents can completely self-service, build and modify their schedule, without any intervention from the WFM team.

Self service 52

Self service Service level Analytics Coaching 52

Serenova

OCTOBER 24, 2019

But here’s the obvious lesson (obvious, but perhaps overlooked even in the largest organizations): consistently exceptional service requires continual quality management and training. Implementing a workforce optimization program that includes ongoing quality management can be a powerful tool.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Enghouse Interactive

FEBRUARY 9, 2021

Personalization (25.8% Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. AI-Enabled Self Service (34.8% This reduces unsuccessful transfers, time in queue and average handle times (AHT).

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Serenova

MARCH 10, 2020

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. Mobile video for enhanced technical support. Welcome to what’s next.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

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

Enghouse Interactive

JANUARY 15, 2021

Examples of how you can achieve this include: Improving the experience you offer by integrating digital channels (such as chat, email and web self-service) into your contact centre, empowering agents with the tools they need to respond effectively to interactions, however customers make contact. Expand channels to embrace video.

Self service 40

Self service CRM Quality management Feedback 40

DMG Consulting

APRIL 16, 2019

Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Speech and text analytics are being enhanced with predictive analytics capabilities to enrich and personalize each customer interaction. Contact centers and back offices will merge in the next 10 years (0.3).

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Enghouse Interactive

AUGUST 16, 2018

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. 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.

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

Enghouse Interactive

JULY 10, 2018

Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. In both cases, providing simple web self-service options is in the best interests of the business and ultimately the members. Members expect simple and convenient support.

Self service 40

Self service CRM Contact Center Analytics 40

Playvox

JANUARY 13, 2022

Workers are gaining strength in the workplace, driven by social changes, labor shortages, and a shift in personal priorities. Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

APRIL 30, 2021

Improved personal physical and mental health. Over 85% said that it was very important that agents displayed empathy during interactions – as Jeremy pointed out this is the key differentiator that humans have over AI and automated channels such as chatbots and self-service, and must therefore be supported and nurtured.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Serenova

JUNE 6, 2019

Yes, automation is helping by taking care of the most basic customer service needs, such as password reset—rudimentary tasks agents find monotonous. Not all issues can be resolved well through self-service. It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Playvox

MARCH 19, 2024

Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

OCTOBER 27, 2021

They also expect to be treated in a highly personalized manner. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

OCTOBER 13, 2020

As a result, humans inherently know how to, directly/indirectly and inferentially assess every situation, either cognitively or sub-consciously.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Enghouse Interactive

JULY 19, 2019

High Performance Anytime: AI delivers high-performance capabilities consistently – when properly implemented it will reduce mundane tasks so that agents can be better utilized in areas where personalized support is needed. Over time, this evolution will drive the need for more highly skilled agents in order to provide expected service levels.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40