Contact Center Pipeline

APRIL 27, 2022

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022.

Contact Center 208

Contact Center Quality management Coaching Customer Experience 208

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JANUARY 7, 2020

Today, that solution unifies everything from customer engagement to quality management to analytics. In 2020, we’re elevating service to an even higher level by clearly defining what exceptional customer service means and using it as a compass to guide everything we do. I credit it directly to our success.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Calabrio

DECEMBER 8, 2020

But the massive, unforeseen events of 2020 made it even more apparent how imperative it is for contact center agents to be able to easily access accurate, up-to-date customer data. What’s happened in 2020 has quickly and—in many ways—irreversibly changed the customer service landscape. Consumer behavior has changed.

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Quality customer service is the end goal of every team. Unified Platform.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Quality customer service is the end goal of every team. Unified Platform.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Hodusoft

FEBRUARY 14, 2020

If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best. Ameyo Omni is another contender for the top spot in call center software for 2020.

call center software 52

call center software Call Center Contact center software voip 52

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Handpicked related content: Contact Center Trends 2020.

Call Center 126

Call Center Management Contact Center Coaching 126

Hodusoft

JUNE 17, 2021

For attracting and retaining customers, many businesses use call recording for adequate quality control. billion USD in 2020. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions.

Marketing 98

Marketing Contact Center Telecommunications voip 98

Uniphore

JULY 1, 2021

Online communities that enable call center workers to commiserate on their struggles and share best practices have grown by 77% in membership, and by 75% in terms of daily conversations since January 2020. Increasingly, companies listen to their customers on social media, but what about their employees?”

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. Data is the best friend of a supervisor. WFM and QM solutions can help optimize the support organization.

Management 82

Management call center professionals Quality management Feedback 82

Eptica

FEBRUARY 5, 2021

Reviewing 2020 – our top blog posts from last year. Tags: Quality Management Systems, Unified Communications, Cloud Contact Centre Categories: Trends & Markets. Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

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. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Aspect

OCTOBER 23, 2019

The Aspect® Workforce Management , Aspect® Unified IP®, Aspect® CXP , Aspect® Quality Management and Aspect® Performance Management professional tracks are nearing completion with the first track released by the end of the year. By the end of 2020, we want each course we create will include a digital option.

Education 70

Education Quality management Feedback Management 70

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Cisco - Contact Center

AUGUST 18, 2020

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. Here’s What’s New. Make Smarter Decisions with Webex Workforce Optimization.

Contact Center 91

Contact Center contact center solutions Analytics Entertainment 91

Cisco - Contact Center

DECEMBER 17, 2020

If customer experience wasn’t important enough already, among the many things 2020 has taught us is that it is the essential ingredient to sustained business success. Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Serenova

NOVEMBER 19, 2019

We first acquired TelStrat in 2017 and subsequently released our first product on that technology, which integrates CxEngage into CxEngage Quality Management (CxQM). By unifying Quality Management with CCaaS, it eliminates the challenges created by siloed solutions through a consolidated, 360-view of customer and agent interactions.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Talkdesk

NOVEMBER 25, 2020

This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording. Expand your team of agents to meet seasonal demand Remote agents have become critical in 2020, and the holiday season will be no different.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Spearline

FEBRUARY 2, 2021

Improve your quality management. Assure your customers with an independent quality benchmark. Please contact your Customer Engagement Manager to discuss your individual reporting requirements. In 2020, we increased our global coverage by adding 32 new POPs (points of presence). Global Expansion.

Benchmark 95

Benchmark Telecommunications Engineering Quality management 95

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. Data is the best friend of a supervisor. WFM and QM solutions can help optimize the support organization.

Management 72

Management call center professionals Quality management Feedback 72

Enghouse Interactive

APRIL 13, 2021

2) Deloitte: Digital Consumers Trends 2020. (3) 4) Consultancy.uk blog: McKinsey&Co – December 2020 Covid-19 Has Accelerated Digital Transformation by Seven Years. (5) 5) Metrigy: Customer Engagement Transformation: 2020-21 Research.

Contact Center 93

Contact Center Morale Technology Self service 93

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide.

Analytics 76

Analytics Quality management Contact Center Feedback 76

Calabrio

DECEMBER 8, 2020

But the massive, unforeseen events of 2020 made it even more apparent how imperative it is for contact center agents to be able to easily access accurate, up-to-date customer data. What’s happened in 2020 has quickly and—in many ways—irreversibly changed the customer service landscape. Consumer behavior has changed.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

AWS Machine Learning

AUGUST 17, 2022

Around 18% of all customers chose to view technical documentation in their local language in 2021, which is a 27% increase since 2020. In 2020 alone, over 1,435 features and 31 new services were added in technical documentation, which generated an increase of translation volume of 353% in 2021. About the authors.

Engineering 84

Engineering Government Analytics Best practices 84

Aspect

JANUARY 3, 2018

Of the remaining contact centers that are completely on-premises, 58% will move to the cloud by 2020. Typically purchased independently – WFM is typically purchased independently of the ACD and Recording/Quality Management systems and interoperates with a very wide spectrum of vendors and different types of solutions.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

DMG Consulting

APRIL 20, 2020

April 2020. By the end of 2020, DMG expects those numbers to increase to 30% – 40%, and possibly even higher. Pandemic Proves the Flexibility of CCaaS Solutions. By Donna Fluss. 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.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

teleopti

JANUARY 9, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

Aspect

AUGUST 16, 2019

Brian has been very instrumental leading operations with the interface of Christus Health TLRA’s existing Aspect solution and their new Aspect Quality Management integration. Nominate them for the GEM award and their chance to attend ACE 2020 and participate in a panel discussion. Brian Azuogu.

Engineering 64

Engineering Quality management Customer Experience Management 64

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. Organisations today are starting to look at how AI and machine learning can be used to automate tasks such as quality management.

Analytics 40

Analytics Quality management Enterprise Marketing 40

SharpenCX

NOVEMBER 10, 2020

Read Next] Fit coaching into your daily workflow with Sharpen’s Quality Management tools. According to Gladly’s 2020 CX Report , the top three things customers want their companies to know are: Who they are What they’ve already talked about What they’ve purchased. Step #4: Keep the customer journey personal.

Call Center 121

Call Center Customer Service Coaching Wait times 121

DMG Consulting

SEPTEMBER 30, 2021

The market performed as expected during the COVID-19 health crisis in calendar year 2020. Total revenue for all companies that sell WFO suites on a generally accepted accounting principles (GAAP) basis in 2020 was $3.94 In 2020, total contact center WFO revenue was $2.08 million in 2020. billion, up 2.7 percent from $3.84

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Comm100

JANUARY 18, 2022

In 2020, in anticipation of a spike in chat volume, many companies significantly increased team size, which resulted in an overall dip in chats per agent. While this statistic may look concerning, in context of a record-high benchmark score in 2020, 2021’s CSAT average is still a very strong score. Chat volume per agent increased.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. 2020 has, of course, spawned many changes. About Calabrio Customer Connect: October 27-28, 2020.

Analytics 52

Analytics Self service Best practices Quality management 52