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. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers.

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DMG Consulting

JANUARY 30, 2024

Some deployments, particularly in large financial services organizations, are implemented on a trial basis and delayed by the need for customizations and integrations. DMG expects to see this trend continue, particularly now that the inclusion of artificial intelligence (AI) is influencing many technology acquisitions.

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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

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.

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Best practices Call Center Interactive Voice Response First call resolution 105

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?

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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.

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DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

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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.

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CSM Magazine

DECEMBER 15, 2022

Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023. Layering an AI solution in phases can improve the efficiency of your quality assurance efforts significantly.

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Contact Center Customer emotions Quality management Morale 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.)

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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.

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ConvergeOne

JUNE 28, 2022

Tools and technologies are certainly available to allow self-service, automate mundane tasks, authenticate customers and employees and deploy automated quality management to streamline processes. Current Trends – How providing a Total Experience balances the force between Employee and Customer Experiences.

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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.

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Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . AI-Enabled Self Service (34.8% Chatbots for Customers (31.0% planned, 46.5% now) easily handle common situations. planned, 36.8%

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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.

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Contact Center Real estate Self service Enterprise 48

Serenova

MARCH 10, 2020

Getting it right, in this always-on, digital world, means staying ahead of consumer trends and delivering on evolving expectations. There’s no question AI-powered chatbots and self service are important—and they’re here to stay. Customer experience is now unquestionably the most critical competitive differentiator for brands.

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Enghouse Interactive

JUNE 25, 2021

The pandemic has only worsened this trend – a study by Enghouse Interactive found that 91% of agents were likely to change jobs in 2021. If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Quality management. Workforce management.

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Technology Morale Self service Analytics 45

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. Fortunately, people like me actually do geek out about contact center technology, evolution and trends. But where to start?

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Contact Center Self service Cloud contact Wait times 48

Vonage

JANUARY 30, 2019

While all the featured trends are important, a few have the power to pivot our whole industry. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Aligning Quality Management With Customer Experience.

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Self service APIs Cloud contact Interactive Voice Response 91

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.

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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.

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Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

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DMG Consulting

APRIL 16, 2019

Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts.

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Enghouse Interactive

DECEMBER 5, 2018

Businesses will continue making strides down the road to automation and AI, of course, and there are a broad range of benefits to be had from doing so as they look to streamline the customer journey and make straight through and self-service approaches faster and more efficient. of all contact centre inbound interactions.

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CSM Magazine

APRIL 22, 2021

Introduce self-service scheduling to allow agents to create a better work/life balance. Then, save the clever stuff for improving customer service such as uncovering bottlenecks or using automated analytics to reveal which channel is trending on a customer’s wish list.

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Analytics Best practices Chatbots Self service 52

Expivia

JULY 21, 2021

Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Advanced workforce management software can analyze the stats of your reps, forecast call trends, handle times , and predict the workforce goal you need to handle requests. Self-Service Technologies.

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Best practices Call Center Technology Interactive Voice Response 52

Playvox

MARCH 19, 2024

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. AI-infused quality management is enabling leaders to stop problems before they start. And the list goes on.

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Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JULY 19, 2019

Drivers and Trends The ability to add digital channels, such as chat/SMS, is significantly easier with a cloud solution. 5 – Most important marketplace trends to keep in mind? Art Schoeller was adamant that Artificial Intelligence (AI) will not be a stand-alone capability over the mid-to-longer term.

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Playvox

MAY 4, 2023

Related Article: The Top 4 Contact Center Trends To Boost Performance And CX What Is An Omnichannel Contact Center? 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.

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Contact Center contact center solutions Multichannel Average Handle Time 52

SharpenCX

OCTOBER 4, 2023

This trend extends itself to the contact center, where agents have traditionally completed many of the same tasks on repeat. While counterintuitive, automation, coupled with the proliferation of customer self-service options, has made agents’ roles both easier and more complex.

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Customer Service Contact Center Banking Call Center 67

Aspect

NOVEMBER 13, 2017

For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated. Speech analytics has also enabled contact centres to perform even better and more inclusive quality management.

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Analytics Interactive Voice Response Self service Quality management 71

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

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Management Gamification Quality management Schedule adherence 86

Playvox

JUNE 22, 2023

What trends, such as AI , will shape CX in the coming years? Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.

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Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

APRIL 13, 2021

A CCaaS solution would retain the same data structures and records – and uses any existing custom-developed CRM or CTI integrations… even enabling the seamless integration of advanced AI-enabled self-service tools, putting control into the customer’s hands…where they want it. 2) Deloitte: Digital Consumers Trends 2020. (3)

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Serenova

JULY 21, 2020

In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. Voice and text paths as well as quality management recordings also continue uninterrupted, completing the true omnichannel contact center circuit. Customer Engagement in the Contact Center.

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Contact Center Analytics Technical Support Healthcare 90

NICE inContact

AUGUST 6, 2019

Imagine using self-service channels that empower consumers to solve basic tasks and that enable them to move to a chat and even a phone call when they have more complex inquiries or encounter problems. For effective management, all such systems need to work seamlessly across channels.

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Interactive Voice Response Contact Center Self service Best practices 63

NICE inContact

AUGUST 6, 2019

Imagine using self-service channels that empower consumers to solve basic tasks and that enable them to move to a chat and even a phone call when they have more complex inquiries or encounter problems. For effective management, all such systems need to work seamlessly across channels.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54