Balto

DECEMBER 18, 2024

If 2024 was the year of exploration, 2025 will be the year of real adoption. AI voice agents, data analytics, and tools for coaching and QA arent here to remove people from the equation. Yet, theyre often overlookedexpected to coach, monitor performance, and drive results with minimal tools. AI is evolving at breakneck speed.

Contact Center 52

Contact Center Coaching Interactive Voice Response Engineering 52

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. For example, (depending on the kind of company you are) coaching agents to express statements like these can move the needle on interaction quality significantly: “Thanks for placing an order with us today; all of us at (Company Name) truly appreciate your business!”

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

24-7 InTouch

AUGUST 1, 2024

Winnipeg, MB – August 1, 2024 – IntouchCX, a global leader in contact center and technology solutions, has announced that it has been recognized as a Major Contender in Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2024. To learn more about us, visit intouchcx.com.

Coaching 59

Coaching Employee engagement Engineering Technology 59

CSM Magazine

JUNE 17, 2024

Zenarate’s AI Coach platform has successfully reshaped the training and development methodologies and practices for contact center agents worldwide. As always, it reflects the dedication and hard work everyone has committed to our AI Coach platform,” said Brian Tuite, co-founder and CEO of Zenarate.

Technology 52

Technology Coaching Healthcare Enterprise 52

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all.

Analytics 48

Analytics Coaching Employee engagement Quality management 48

MiaRec

JANUARY 15, 2024

Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. In 2024, we're set to introduce a range of exciting updates that will revolutionize the way contact centers operate. And that's just the beginning! Curious to learn more?

Coaching 52

Coaching Scripts Feedback Contact Center 52

CSM Magazine

SEPTEMBER 21, 2023

The time is flying too fast and if you are planning to launch your own project in 2024, it’s already a good moment to start considering different ideas. What are the most promising ideas in 2024? Or you can build an app for online training with personal coaches or in groups.

Gamification 59

Gamification Coaching Education Consulting 59

3CLogic

JANUARY 9, 2024

So, how can your organization stay competitive in 2024? How to Stay Competitive in 2024 with Unmatched Customer Experiences 1. Supporting Capabilities: AI Coaching, Voice-Enabled Self-Service, AI-Powered Analytics and Reporting 4. In 2024, simplicity is a top strategy for success. The cost and complexity are increasing.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

Amplifai Coaching Category

MAY 10, 2024

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

Call Center 52

Call Center Contact Center 52

DMG Consulting

SEPTEMBER 12, 2023

Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/ training resource.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

NobelBiz

SEPTEMBER 17, 2024

In the article, we’re going to discuss how VoIP works and why it’s a great choice for your business, with some of the best VoIP service providers in 2024. billion by 2024, growing at a CAGR of 9.1% from 2019 to 2024. Here are some of the top VoIP service providers in 2024.

voip 52

voip CRM Contact Center Analytics 52

Balto

AUGUST 23, 2024

Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. The post Top 5 Call Center Quality Assurance Software for 2024 appeared first on Balto.

Call Center 52

Call Center Coaching Surveys Contact Center 52

ChurnZero

JANUARY 4, 2024

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Amplifai Coaching Category

MAY 9, 2024

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

Call Center 52

Call Center Contact Center 52

ChurnZero

JUNE 28, 2024

In early 2024, ChurnZero and SuccessCOACHING launched a confidential survey asking customer success managers (CSMs) to give in-depth insights on their roles and how they feel supported on a daily basis. You can view the 2024 CSM Confidential Report and its findings here. 1: Equip your CSMs to sell. I didn’t have a very good experience.

Sales 52

Sales Surveys Upselling B2B 52

Amplifai Coaching Category

JUNE 4, 2024

Explore features, benefits, and considerations to find the perfect solution for your contact center in 2024. Discover the top 13 call center performance management software.

Call Center 52

Call Center Management Contact Center 52

Amplifai Coaching Category

MARCH 5, 2024

Discover the best call center gamification software for 2024. Boost agent engagement, performance, and customer satisfaction with our expert guide.

Gamification 52

Gamification Call Center 52

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Amplifai Coaching Category

MAY 29, 2024

Featuring the latest trends in customer experience, customer service quotes, and tips for 2024 55+ Customer Service Statistics.

Customer Service 40

Customer Service Customer Experience 40

24-7 InTouch

MAY 30, 2024

Winnipeg, MB – May 30, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader by Frost & Sullivan in the 2024 Frost Radar for Customer Experience Management in North America.

Customer Experience 59

Customer Experience Coaching Best practices Government 59

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Calabrio

FEBRUARY 25, 2025

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. In the 2024 G2 Grid Report for Contact Center Workforce products , NICE WFM users ranked the platforms quality of support, along with Verint WFM , among the lowest of any market leaders.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

FEBRUARY 7, 2025

In the 2024 G2 Grid Report for Contact Center Workforce products , Verint users ranked the platforms quality of support among the lowest of any market leaders. Strong learning and coaching support: Built-in Knowledge Base and remote onboarding provide users with support.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

ChurnZero

MAY 15, 2024

The issue, however, is that interpersonal leadership skills alone won’t help CSMs hit their goals in 2024. Download the 2024 CSM Confidential Report here. 45%) Coaching and mentoring our team. (43%) Our top three results: Making time for me when I need them. (73%) 73%) Supporting CSMs in difficult customer situations. (71%)

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

NobelBiz

MARCH 11, 2025

billion in 2024 and is projected to grow at a CAGR of 23.8% AI-Powered Coaching for Human Agents: AI could provide real-time suggestions to human agents during live calls, improving response quality. from 2025 to 2030.- Grandviewresearch Insight #1: AI is NOT about replacing humansits about removing inefficiencies.

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

ChurnZero

MARCH 7, 2024

If you’re a customer success leader in 2024, you’ve probably spotted the signs of stress among your CSMs over the last 18 months. You might be feeling the pressure too, and wondering if you’re the only manager affected. It’s a good way to have your team walk through what’s most important so that they can organize their day around it.

Management 94

Management Coaching Personalization 94

AWS Machine Learning

SEPTEMBER 12, 2024

By early 2024, we are beginning to see the start of “Act 2,” in which many POCs are evolving into production, delivering significant business value. For the NFL, coaches can now quantify tackling efficiency and identify players who consistently put themselves in the right position to make the play.

Engineering 84

Engineering Enterprise Coaching Management 84

JustCall

APRIL 23, 2024

AI-powered call scoring can help with this and can directly impact the speed and quality of how managers coach their teams. That’s great for outreach but a nightmare for managers who need to score reps on call performance. 5 of the best predictive dialers for call center and inside sales 1.

call center software 52

call center software Sales CRM Chatbots 52

Playvox

APRIL 4, 2023

To keep engagement up, feedback should be focused on coaching rather than micromanaging. A coaching solution that automatically delivers feedback on how to improve can be very effective. It’s also important to understand the best way to coach each team member.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Hodusoft

MAY 29, 2024

Capterra’s 2024 Shortlist for Auto Dialer Capterra is an Arlington, Virginia-headquartered company that was founded by Michael Ortner and Rakesh Chilakapati in 1999. The company included HoduCC in its coveted 2024 Shortlist for Auto Dialer.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Amplifai Coaching Category

JULY 22, 2024

25+ gamification statistics showcasing its impact on employee productivity, customer engagement, and business growth. Learn why 70% of top companies are already using gamification in their organization and why you should be too.

Gamification 52

Gamification 52

Amplifai Coaching Category

SEPTEMBER 25, 2024

We're thrilled to announce that AmplifAI has been recognized as a Gartner Cool Vendor in Customer Service and Support Technology for 2024.

Technology 52

Technology Customer Service 52

DMG Consulting

AUGUST 13, 2024

Bringing Shrinkage Under Control August 2024 Shrinkage measures the percentage of time agents who are scheduled to handle a forecasted activity are unavailable to perform this task. breaks, lunches, paid time-off (PTO), holidays, training, team meetings, individual coaching sessions, etc.), unplanned events (e.g.,

Gamification 48

Gamification Contact Center Coaching Service level 48

DMG Consulting

FEBRUARY 20, 2025

In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives. Automated post-interaction summarization came in eighth, gamification/coaching/ eLearning was in ninth, and reporting was in tenth place with 21.6%, 20.0%, and 19.2%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62