Talkdesk

FEBRUARY 16, 2021

And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You continue to lean on legacy on-premises contact center platforms.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. “The 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Monet Software

FEBRUARY 15, 2019

Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that its WFO solution, Monet WFO received 2018 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. The post Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award appeared first on Monet Software.

CRM 54

CRM Quality management Contact Center Analytics 54

Monet Software

FEBRUARY 15, 2019

TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics.

Quality management 54

Quality management Contact Center Analytics Marketing 54

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 percent in the fiscal first half of 2018 compared to the first half of 2017, and Verint’s revenue grew by 11.2

Marketing 84

Marketing Contact Center Analytics Enterprise 84

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Monet Software

OCTOBER 22, 2018

Wrapping Up Dreamforce 2018. At Monet we are constantly reviewing the UI aspect of our contact center solutions, to make sure they provide a user-friendly experience and allow managers and agents to efficiently complete their daily tasks. Commitment to Customer Experience Tops Priority List.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 10/18/2017. Mature sector with substantial opportunity. When: Today, 18 October 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

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. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Call Monitoring.

Quality management 40

Quality management Management Best practices Coaching 40

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

Quality management 40

Quality management Management Scripts Call flow 40

Calabrio

AUGUST 31, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Josie Trimnal, Grand Canyon University Share With only a few weeks remaining until Calabrio Customer Connect (C3) 2018, were highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Josie: C3 has become a highlight of my year!

Best practices 52

Best practices Engineering Contact Center Feedback 52

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

Quality management 40

Quality management Management Scripts Call flow 40

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Serenova

AUGUST 11, 2020

These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. How important are call center agents on brand perception, you ask? This has further extended the role of the contact center agent and created new complexity for agents.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help. What does this mean?

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

DMG Consulting

MAY 25, 2018

Contact Center Quality Assurance is Essential in All Channels. The same concept applies to quality assurance in a contact center. It doesn’t make sense to perform quality assurance (QA) only on calls when the contact center supports emails, chat, SMS and social media, as well.

Contact Center 48

Contact Center Analytics Enterprise Management 48

Balto

JULY 5, 2023

The contact center is no different. You can prepare your contact center for an AI-powered future by implementing new strategies in the present. GPT 1 was only released in 2018; it took less than a month to go from GPT 3.5 The Future of AI in the Contact Center But what about the contact center?

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. billion for the first half of 2018.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

APRIL 20, 2020

If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. In June of 2018, 16.8% of contact center seats were in the cloud, according to DMG Consulting research. What Contact Center Managers Do Now.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

NICE inContact

JULY 25, 2019

Avoiding job boredom in the contact center is crucial to keeping them around. According to a Korn Ferry Poll (2018), 33 percent of professionals selected “I’m bored, need new challenge” as their motivation for moving on to another job. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

Avaya

JUNE 18, 2018

GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. Gartner predicts that by the end of 2018, more than 50% of companies affected by GDPR will still NOT be in full compliance with its requirements. Enhance Your Quality Assurance Program. Comply with GDPR.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Serenova

AUGUST 11, 2020

These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. How important are call center agents on brand perception, you ask? This has further extended the role of the contact center agent and created new complexity for agents.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. By Donna Fluss.

Best practices 48

Best practices Call Center Calibration Gamification 48

Verint

APRIL 12, 2018

They discussed how speech analytics can transcribe and analyze 100 percent of their recorded interactions between guests and the contact center to help surface valuable intelligence. Introduce automated quality management (AQM) —and revolutionize how the organization approaches quality in the contact center.

Analytics 31

Analytics Average Handle Time Quality management Coaching 31

Netomi

JANUARY 5, 2022

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October 2018. RPA Helps Contact Centers Deliver Better Customer Experiences. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Enghouse Interactive

SEPTEMBER 10, 2020

Whichever category you sit within, the call recording market is evolving whether this is through legislation or new technologies that will revolutionise the quality management space. Everyone is aware of the potential impact of AI on the contact centre – and one area that is gaining ground is Robotic Process Automation (RPA).

Analytics 40

Analytics Quality management Enterprise Marketing 40

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 45

Metrics Chatbots Average Handle Time Wait times 45

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. For organizations thinking seriously about a cloud contact center, cloud WFM offers an initial low risk stepping stone.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86