CSM Magazine

SEPTEMBER 14, 2023

Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. 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

ROI CX Solutions

JANUARY 8, 2025

AI tools can strengthen CX and boost productivity: More sophisticated chatbots, live coaching for agents, and automated summaries, when used responsibly, can elevate both customer experience and agent productivity. One major benefit of this tech is that, through generative AI, agents can receive live coaching during conversations.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value.

B2B 98

B2B CRM Enterprise Upselling 98

Calabrio

FEBRUARY 7, 2025

Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling. Why Look for Verint Alternatives?

Management 52

Management contact center workforce Contact Center Schedule adherence 52

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

DMG Consulting

JANUARY 4, 2023

Getting a Great Start in 2023. Welcome to 2023. We enter 2023 with an appreciation that contact centers are getting more positive attention than at any other time in their 50+ year history. The post Getting a Great Start in 2023 appeared first on DMG Consulting. organizations in building and enhancing their brand.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

ChurnZero

JANUARY 10, 2023

Whether you’re an experienced Customer Success professional looking for a new role, or you’re a newcomer hunting for your first Customer Success position, these are the hiring trends to anticipate and leverage in 2023. The CSM career path expands with the advent of senior-level individual contributor roles and player-coach roles.

Coaching 52

Coaching Benchmark Consulting Consulting 52

The Northridge Group

OCTOBER 12, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! As you implement your new strategies, track your progress using modern analytics solutions. Furthermore, 60% of customers will contemplate changing companies after two to three poor service experiences.

Contact Center 135

Contact Center Call Center Analytics Customer Experience 135

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service 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. MEDIA ALERT. When: Today, 7 December 2022.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

CSM Magazine

FEBRUARY 8, 2023

Calabrio, the workforce performance company, today announced it has been named in G2’s 2023 Best Software Awards , on the Customer Service list. To learn more, view G2’s 2023 Best Software Awards and read more about G2’s methodology. Scores reflect only data from reviews submitted during this evaluation period.

Customer Service 52

Customer Service Customer centricity Coaching Contact Center 52

JustCall

APRIL 18, 2023

Analytics & Reporting (Real-time and Historical) Real-time call analytics offers you a holistic performance review of your sales call center agents , from the number of outbound calls per line/day/department/agent to average on-call time and more. Call Whispering Coach your reps during live calls when the deal is going south.

call center software 52

call center software Call Center call center solutions Enterprise 52

JustCall

APRIL 13, 2023

Provides real-time coaching. It provides real-time AI insights, training and compliance tools, sentiment analytics, productivity, and support tools to augment your call center functions. The analytics and tracking features are useful for improving the quality of the team. Provides great training and useful analytics.

Coaching 10

Coaching CRM Sales Analytics 10

Calabrio

FEBRUARY 25, 2025

Powerful automation and analytics: AI and machine learning are embedded throughout the suite, not just powering sophisticated customer interaction analytics tools but also driving more accurate forecasting and easier quality management. Strong learning and coaching support: Talkdesk is known for its strong support team.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

JustCall

APRIL 12, 2023

Look for a tool that provides the necessary features for your sales process, such as call recording, analytics, and integrations with other tools. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance.

Sales 52

Sales Coaching CRM Contact center software 52

JustCall

FEBRUARY 13, 2023

This article explores ten such Aircall alternatives leading the telephony and virtual call center space in 2023. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Provides onboarding features like employee coaching tools and an employee directory. 5 Capterra– 4.4/5

Interactive Voice Response 52

Interactive Voice Response voip Enterprise call center software 52

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation. The post JustCall vs Aircall: A Comprehensive Comparison in 2023 appeared first on.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. Continuous training, monitoring, and coaching may be necessary for situations where regulations are in flux or are often modified.

Government 67

Government Contact Center Coaching contact center associations 67

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. 2023 has arrived and the same tough economic challenges prevail, requiring urgent remedies to beat agent burnout and restore the contact centre to full health for a profitable New Year. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

JustCall

APRIL 5, 2023

Top 9 Alternatives For Talkdesk In 2023 JustCall Five9 Avaya 8×8 Genesys Mitel Zendesk Twilio Vonage 1. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Five9 has additional features like customizable templates, data visualization, and employee coaching tools.

voip 52

voip Interactive Voice Response APIs Contact Center 52

AWS Machine Learning

DECEMBER 21, 2023

In October 2023, SageMaker Canvas announced support for foundation models among its ready-to-use models , powered by Amazon Bedrock and Amazon SageMaker JumpStart. Customer post-call analytics Another area where contact centers can take advantage of SageMaker Canvas is to understand interactions between customer and agents.

Contact Center 120

Contact Center Scripts Interactive Voice Response contact center solutions 120

JustCall

MARCH 28, 2023

Proper coaching and mentoring from expert and experienced mentors can go a long way in terms of adding much-needed relevant inputs to a sales pitch. Proper training, coaching, and mentoring by sales managers can help in elevating the performance graph of the customer-facing team. Sales pitches should not be preachy and pushy.

Sales 52

Sales Coaching Feedback Surveys 52

JustCall

APRIL 5, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights and coaching with conversational intelligence. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Nextiva Pricing Plans Essential – $17.95

voip 52

voip Enterprise Interactive Voice Response CRM 52

JustCall

JANUARY 31, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights, and coaching with conversational intelligence. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. per user, per month Professional – $21.95

voip 52

voip Enterprise Interactive Voice Response CRM 52

24-7 InTouch

MAY 30, 2024

The Frost Radar analytical tool profiles companies on their focus on continuous innovation and ability to translate those innovations into consistent growth, based on 10 growth and innovation criteria including market reach, user adoption, growth rates, product innovation, and customer experience.

Customer Experience 59

Customer Experience Coaching Best practices Government 59

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

CSM Magazine

FEBRUARY 7, 2024

The Busby Girls Football Club is taking advantage of artificial intelligence (AI) and data analytics to take their game to the next level. The system generates personalised video clips and insights for coaches and players to review, helping identify strengths to build on as well as areas needing improvement.

Coaching 52

Coaching Analytics Technology Customer Experience 52

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. If contact centres are not giving agents the skills to adapt and develop, they are already falling behind.

Customer Service 59

Customer Service Customer centricity Contact Center Coaching 59

DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). We’re also seeing a new wave of workforce management and speech analytics vendors that are hoping to open up the market by giving companies different options.

Management 62

Management Contact Center Enterprise Analytics 62

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. Finally, consider deploying the latest automated performance management and coaching solutions to facilitate and accelerate the process.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

MiaRec

JANUARY 15, 2024

Building on the incredible strides we've made in the field of AI throughout 2023, the MiaRec team is committed to harnessing its full potential in the year ahead. AI-Driven Agent Feedback and Coaching : Our AI-powered solutions will not only score calls but also provide invaluable feedback and coaching for agents.

Coaching 52

Coaching Scripts Feedback Contact Center 52

Outsource Consultants

FEBRUARY 22, 2025

Cutting-Edge Technology & Innovation Bangalores call centers lead the industry in adopting AI-powered chatbots, predictive analytics, and cloud-based solutions. billion in 2023 to USD 149.31 AI-powered quality assurance tools to analyze calls and coach agents. What Makes Bangalore’s Call Centers Stand Out?

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

24-7 InTouch

AUGUST 1, 2024

Post-call tools combine Catapult, an automated coaching platform, and Vision, a technology that provides insights and predictive analytics, to create real time, dynamic reporting to spot trends, and take action on improvements.

Coaching 59

Coaching Employee engagement Engineering Technology 59

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

Playvox

FEBRUARY 16, 2024

The Role of AI in Quality Management According to a June 2023 McKinsey report , about 75 percent of the value that generative AI use cases could deliver falls across four areas: Customer operations, marketing and sales, software engineering, and R&D. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

JustCall

JANUARY 23, 2024

San Francisco, August 14, 2023 – JustCall today announced it has launched JustCall CTI App on Salesforce AppExchange, empowering customers to transform their communications by delivering comprehensive, hassle-free workflows for sales and support teams, leveraging AI-powered agent-assistance tools to enhance calls and contact center support.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

JustCall

APRIL 3, 2023

Loaded with powerful features such as predictive dialing, intelligent analytics, and multiple integrations, they can easily replace PhoenBurner. Read on to find the 6 top PhoneBurner alternatives in 2023. <H2>Top Thankfully, many PhoneBurner alternatives are available at a far more reasonable cost.

voip 52

voip Interactive Voice Response CRM Coaching 52