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

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

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

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 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

SEPTEMBER 29, 2020

Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies.

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Talkdesk

FEBRUARY 16, 2021

Even organizations that adopted substandard technology have experienced improved employee productivity, higher customer satisfaction (CSAT) scores and lower operating costs. You have a limited workforce optimization strategy. These capabilities are increasingly important as organizations seek to make many of their WFH policies permanent.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Technology-Enabled Innovation. DevOps is all the rage within technology tribes. AI is one of them.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Protect Your Experts with Call Recording and Quality Management. Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Monet Software

MARCH 10, 2021

Helping this transition along were cloud technologies. Work-from-home agents are a resilient resource, especially when supported with appropriately redundant technologies. Training must be adapted to avoid declines in quality management and customer experience. Check out this webinar !

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

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

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

APRIL 30, 2021

The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly. Overcoming the barriers to EI.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 76

Analytics Quality management Contact Center Customer Experience 76

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. The Metrigy survey [see Blog#1 for more info] illustrated that successful organizations use AI and UC technologies to accelerate innovation. Find out more by registering for our upcoming webinar: .

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CSM Magazine

DECEMBER 1, 2021

Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment. As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. From the organization’s perspective, on-premise technology is solid and reliable, so all calls will get through and be answered. When it started, Amazon needed to find some way to succeed. How did it do so?

Contact Center 91

Contact Center Morale Technology Self service 91

CSM Magazine

FEBRUARY 17, 2021

Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard. A Smarter Approach to WEM Starts With Smart Technology.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

teleopti

JANUARY 9, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

Enghouse Interactive

OCTOBER 13, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

8x8

DECEMBER 3, 2018

Once you’ve discovered where you are, you can start using technology to help you identify customer pain points—and start solving them. Step 2: Use Technology to Find Ways to Improve. Communications technologies can help you first, identify key areas for improvement and second, help you create a roadmap for better customer experience.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Verint

MARCH 6, 2018

Using Automated Quality to Make Every Agent Your Best Agent Webinar. Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m. March 8; Online Webcast.

Quality management 35

Quality management Coaching Self service Enterprise 35

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. Use your technology to ensure the service delivered is consistent and follows your brand ethnics or F.R.K.E

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Playvox

OCTOBER 18, 2022

For example, consider adding a section on the expected communication frequency and method so they know they’re certain to get one-on-one time with their manager. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. Finding the Right Technology to Support Remote Work in a Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Enghouse Interactive

SEPTEMBER 29, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D AI Insights – Vecko and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Do use technology to objectively understand performance One thing many contact centers agree on is the importance of a fair way to understand remote agent performance.

Coaching 88

Coaching Contact Center Morale Analytics 88

Verint

DECEMBER 12, 2017

In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact center teams have been evaluating call recordings for quality for years now.

Quality management 30

Quality management Coaching Contact Center Technology 30

Verint

NOVEMBER 1, 2017

The recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits for your quality team, as well as your frontline employees, your customers and your company.

Employee engagement 26

Employee engagement Quality management Coaching Technology 26

Playvox

SEPTEMBER 30, 2021

Quality Management. A good quality management program should help empower agents — not just supervise them. As with any technology you use in your business, you need to implement and manage the solution you choose for the best results. Related: Agent Engagement: Why It Matters and 6 Ways to Nurture It.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

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.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Avaya

JUNE 18, 2018

The latest workforce optimization offerings can help you take advantage of digital technologies like analytics and automation to achieve a competitive edge. As a regulation on company behavior, GDPR does not apply to technology directly. A product or solution offered from any vendor cannot be GDPR “compliant.”

Quality management 40

Quality management Analytics Coaching Contact Center 40