Calabrio

FEBRUARY 28, 2025

Cost savings: Even before the more recent leaps in AI-powered voice analytics capabilitiesback in 2019, to be exact customer service teams recognized the potential of these tools to drive efficiency and lower costs. Additionally, it helps reduce AHT by identifying and addressing the root causes of extended calls. See Calabrio ONE in action.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Serenova

FEBRUARY 11, 2019

Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019. Let’s talk about how to do that to benefit your contact center this year and beyond. To download the complete e-book, Contact Center Trends You Need to Know 2019 , click here.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report. It features 4 leading WFM vendors – Aspect, Calabrio, NICE, and Verint – and 5 WFM suites. QStory Ltd.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. billion in 2019. billion in 2019. billion, up 2.7

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Spearline

MAY 30, 2019

. “Remote work is expected to grow stronger in 2019. ” (Source: “10 Remote Work Trends That Will Dominate 2019”; Forbes, 21 Dec 2018 - Abdullahi Muhammed, Contributor). All signs indicate that we are nowhere close to hitting the plateau.

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

Fonolo

MAY 7, 2015

Posted by Gary Vaynerchuk on Monday, June 17, 2019. Many new call center executives make the mistake of expecting their call center agents to care about the success of the call center as much as they do. Even something small like a 5-minute round-up meeting every day to get your agents pumped can make a big difference.

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. AI IS THE HEADLINER FOR 2019. We’re at a major and exciting inflection point. The pace of change is startling, and the innovation (and fun) is just beginning.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Balto

APRIL 20, 2023

2019, November 5). 2019, August 27). How AI Can Alleviate Call Center Stress Amid Business Disruptions. How AI Is Revamping the Contact Center. The Contact Center Workforce of the Future. Retrieved May 2nd, 2023, from [link] Dieken, J. 2022, September 26). Is the Net Promoter Score dead?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52