Callminer

FEBRUARY 13, 2023

In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey.

Quality management 333

Quality management Technology Management 333

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

Monet Software

JULY 31, 2018

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade. Normal.dotm.

Quality management 48

Quality management Management Analytics Contact Center 48

Monet Software

APRIL 30, 2018

Ready to take your quality management efforts to the next level? But contact centers rise and fall on data, and today’s top quality management solutions can record every call so you get a true picture of how your business is performing. Technology upgrades are beneficial. Will this system record all of our calls?

Quality management 48

Quality management Management Wait times Contact Center 48

Monet Software

JULY 4, 2018

Do you have a quality management (QM) program? Call Scoring This is perhaps the most critical aspect of quality management, so it is best decided with the participation of as many employees as possible. Technology?. Without the right software, a quality management program is going to struggle.

Quality management 48

Quality management Management Coaching Contact Center 48

Contact Center Pipeline

JUNE 11, 2021

Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Calabrio’s Brad Snedecker discusses quality management solutions, work-from-home (WFH) challenges that QM solves, along with key features, how to get the […].

Contact Center 147

Contact Center Quality management Technology Management 147

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”….? without issues….without without delays. Best Practice.

Quality management 40

Quality management Management Best practices Coaching 40

Playvox

NOVEMBER 4, 2021

There’s no hiding the fact that technology has impacted our daily lives. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective.

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The complete overview of the current status of quality management among those in the industry is provided in Figure 1 below. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Serenova

JANUARY 7, 2020

If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. Transformational technology is in our DNA. But technology is only part of the story—and the success.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Enghouse Interactive

JUNE 25, 2021

How technology can help. Supporting agents is about much more than technology. You can’t over emphasise the importance of creating a trusting open culture in which agents feel comfortable coming to their managers if they are having problems, for example. But there is definitely a role that technology can play.

Technology 40

Technology Morale Self service Analytics 40

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The technology vendors are doing their part and, during the past 2 years, have delivered a new generation of smart and artificial intelligence (AI)-enabled contact center systems and applications that are more productive, but it’s not enough.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

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. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Customer Service Life

MAY 15, 2017

At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. In all seriousness though, there’s a ton of great technology hitting the market right now.

Technology 74

Technology Customer Service Contact Center CRM 74

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

Contact Center 48

Contact Center Technology Quality management Engineering 48

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. And they can help managers “walk the floor” remotely to stay engaged with their teams.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

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. Your agents also win when AI-integrated workforce engagement management technology is employed because it creates a better employee experience (EX).

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

DMG Consulting

MAY 26, 2020

What technology will help us manage this shift? Interaction analytics, comprised of speech and text analytics, help supervisors and managers identify the reasons customers are contacting their agents, and also enable them to “hear” customer conversations even when their employees are working at home.

Contact Center 48

Contact Center Technology Gamification Management 48

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

JANUARY 30, 2024

Some examples include: A large technology company uses riddle game techniques to attract skilled job candidates. Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents.

Gamification 79

Gamification Contact Center Coaching Quality management 79

CSM Magazine

APRIL 9, 2024

In this seismic shift, technology plays the central role, effectively bridging the gap between home offices and clients. Verint Monet : Verint Monet offers workforce optimization software with workforce management capabilities specifically designed for remote teams, enabling businesses to streamline operations and enhance productivity.

Customer Support 64

Customer Support Analytics Quality management Management 64

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Optimization helps reduce unnecessary expenses while maintaining service quality. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CCNG

JANUARY 11, 2023

Thanks to innovative technologies, which can bring new efficiencies and cost savings, you can do more with less. Make sure you plan team meetings and use quality management software to keep them up-to-speed, motivated and involved. It is an opportunity to retain customers and employees—and secure new ones along the way.

Customer Service 195

Customer Service CCNG Education Self service 195

Playvox

FEBRUARY 20, 2024

The rise of technology has made it easier than ever for employees to work from home or other remote locations, and many companies are reaping the benefits of this arrangement. Benefits of Remote Teams Remote teams, or teams that work together from different locations, are popular in today’s workforce.

Management 88

Management Gamification Calibration Quality management 88

Call Design

OCTOBER 6, 2020

Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly. With Call Design’s Quality Management software, you can assess the quality and effectiveness of your agent’s capabilities.

Customer Service 148

Customer Service Self service Quality management Wait times 148

COPC

SEPTEMBER 30, 2022

is pleased to announce that it has once again approved Nexcom’s RevealCX as a Platinum Partner in the COPC Approved Technology Provider (ATP) program. RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. developed the ATP program recognizing technology solutions proven to deliver real business value.

Calibration 63

Calibration Best practices Quality management Benchmark 63

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

CSM Magazine

SEPTEMBER 14, 2023

Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products. The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching.

Management 59

Management Coaching Contact Center Customer centricity 59

DMG Consulting

JANUARY 30, 2024

Although lingering economic uncertainty has led to slower purchasing decisions for contact center technology, frequently doubling the typical sales cycle to 12 to 18 months, companies are buying. Sales and technology partnerships have been key to the CCaaS market’s success, a trend that DMG expects to increase.

Contact Center 48

Contact Center CRM Enterprise Self service 48