DMG Consulting

FEBRUARY 8, 2024

Enhancing self-service systems and improving the customer experience tied as the top contact center business goal for 2024. This is the first time in many years that improving the CX was not the sole top priority for contact centers and service organizations. What are your top contact center goals/priorities for 2024?

Contact Center 48

Contact Center Technology Self service Surveys 48

Playvox

MARCH 5, 2024

A desire for instant-access self-service options is shifting how customers want to engage. And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up?

Quality management 78

Quality management Management Contact Center Coaching 78

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. a definite requirement for a successful contact center.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Playvox

FEBRUARY 16, 2024

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

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Or building self-service tools based on AI-driven insights to answer customers’ questions without involving an agent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. Digital transformations are proving highly beneficial for customers, companies and their employees. .

Contact Center 100

Contact Center Government Self service Virtual Agent 100

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

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

DMG Consulting

MARCH 11, 2022

This includes: improving customer-facing self-service capabilities (52.9%), improving productivity (49.6%), reducing operating costs (47.9%), starting/continuing the contact center’s digital transformation and improving employee engagement, which tied for 39.8%, improving agent-facing self-service automation (36.6%), and more.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? 2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Boosting agent engagement? Increasing agent productivity?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 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

JustCall

NOVEMBER 24, 2022

This is the essence of a call center quality assurance. What is the Relevance Of Contact Center Quality Management i n a Call Center? Call Center QA or Quality assurance ensures that an organization’s services are as expected. 3 Methods Of Contact Center Quality Management. Self-service channel.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

DMG Consulting

FEBRUARY 5, 2020

IVA, bots, RPA, AQM, self-service, WFM, etc.) Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more. Do you plan to implement any automation solutions (e.g.,

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

JANUARY 30, 2024

Leveraging these technologies in highly practical and useful ways delivers quantifiable benefits that improve productivity, self-service capabilities, and the customer and employee experience (CX/EX).

Contact Center 48

Contact Center CRM Enterprise Self service 48

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

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. However, Albert Einstein had an important corollary to this rule when he said, “Information is not knowledge”.

Big data 102

Big data Management Journey mapping Contact Center 102

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

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 Enterprise Gamification 77

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

AUGUST 16, 2022

intelligent virtual agents (IVAs), workforce management (WFM), analytics-enabled quality management (AQM), predictive behavioral routing, knowledge management, interaction analytics, and more). Delivering the most appropriate knowledge assets to employees and customers (via self-service applications).

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

Enghouse Interactive

JUNE 9, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 97

Contact Center Self service Chatbots CRM 97

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

CSM Magazine

MARCH 13, 2022

Some benefits of Avaya OneCloud CCaaS include: Smarter self-service : Deliver intelligent, conversational self-service—24/7—with options to connect with a live agent. Avaya OneCloud is a Total Experience platform that lets you compose the experiences that each moment demands—for customers and employees alike.”.

Gamification 52

Gamification Customer centricity Self service Surveys 52

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

DMG Consulting

NOVEMBER 30, 2023

These solutions also include self-service capabilities to assist employees with internal activities such as scheduling and HR processes. Analytics-enabled quality management.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

CSM Magazine

NOVEMBER 4, 2020

Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic. 4 ways to maximise and future-proof your contact centre.

Self service 52

Self service Analytics Employee engagement Surveys 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.

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

CSM Magazine

FEBRUARY 7, 2023

From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Change the mindset from self-service OR human-assisted to a more realistic blended one. So regardless of how the economy pans out, you’re covered. A good example is speech analytics.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

DMG Consulting

JANUARY 29, 2021

The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% Not surprisingly, self-service solutions (IVR, IVA, web and/or mobile) was the top response, as reflected by 51.8% The fifth-place investment priority, analytics-enabled quality management (AQM), was cited in 27.2%

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

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

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70