Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information.

Big data 102

Big data Management Journey mapping Contact Center 102

Talkdesk

FEBRUARY 16, 2021

Enabling agents and other employees to collaborate on key customer accounts and projects breaks down traditional silos that keep vital data and information locked within teams. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. One of the AWESOME tools that have come along to help us has been advanced speech analytics. appeared first on Expivia | USA Based Call Center.

Quality management 52

Quality management Call Center Management Coaching 52

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Leverage AI-driven quality management to uncover personalized insights on each interactionwithout the need for manager intervention.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Monet Software

MARCH 5, 2018

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly. We could have told you that.

Analytics 48

Analytics Surveys Customer centricity Contact Center 48

AWS Machine Learning

JULY 29, 2022

Large enterprises sometimes set up a center of excellence (CoE) to tackle the needs of different lines of business (LoBs) with innovative analytics and ML projects. To generate high-quality and performant ML models at scale, they need to do the following: Provide an easy way to access relevant data to their analytics and ML CoE.

Government 100

Government Banking Analytics Accountability 100

DMG Consulting

AUGUST 16, 2022

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line.

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies. What was said on this call?

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

DMG Consulting

MARCH 1, 2019

The two market leaders, NICE and Verint, which together accounted for 75.5 Four vendors accounted for a vast majority of the increase in this market sector from first-half 2017 to first-half 2018: Verint showed the most sizable increase in this segment, up $84.4 ANALYTICS, AI, AND RPA. percent during this period. million, a 24.2

Marketing 84

Marketing Contact Center Analytics Enterprise 84

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. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

MARCH 27, 2023

By regularly reviewing progress toward these goals, managers can provide feedback and support to help agents achieve their targets. This approach can also help create a sense of accountability among agents, as they are responsible for achieving their assigned goals.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Calabrio

NOVEMBER 18, 2024

Analytics Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres Share Fraud prevention is critical for financial services contact centres, especially during the festive season when transaction volumes rise sharply.

Analytics 52

Analytics Quality management Accountability Service level 52

Serenova

JULY 21, 2020

Leveraging the Lifesize Go video solution delivers both, without requiring additional downloads, subscriptions or accounts for agents or customers. Voice and text paths as well as quality management recordings also continue uninterrupted, completing the true omnichannel contact center circuit.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Calabrio

MARCH 25, 2025

By making performance data readily available and understandable, you foster a culture of self-improvement and accountability, while also unlocking clear development paths and freeing up managers from routine reporting tasks.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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). What makes these enhancements compelling is that the vendors have taken into account both the need for new capabilities and the importance of making them easy to use.

Management 62

Management Contact Center Enterprise Analytics 62

Avaya

JANUARY 29, 2019

In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. But that is only half of the conversation.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Other Employees: using presence indicators and persistent/threaded chat, agents can instantaneously connect with available resources across the organization (accounts receivable, decision-makers) to quickly resolve customer issues the first time, without unnecessary back and forth. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Serenova

APRIL 19, 2020

Advanced Reporting & Analytics. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Advanced Reporting & Analytics. Global Scalability. Workforce Optimization (WFO).

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Enghouse Interactive

DECEMBER 5, 2018

Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% Real Time Speech Analytics will Evolve into an Agent Coaching Tool. The capabilities of real time speech analytics (RTSA) technology are expanding all the time.

Coaching 65

Coaching Analytics Cloud contact Self service 65

JustCall

APRIL 13, 2020

In addition, you are aware that the quality of service is maintained. View call reports, time spent on each call, the last call received, inbound-outbound analytics. Listen to call recordings for quality assurance. This leads to clear accountability. Remote customer service is all about pace with quality.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Together, the solutions act as an aggregation of customer data from across your organisation, including: App or website usage analytics.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

CSM Magazine

MARCH 17, 2023

MyQualityTeam leverages AI voice/text analytics to measure performance and sentiment at the start and end of calls and identify areas of strength and development for the agent.

Analytics 52

Analytics SaaS Quality management Feedback 52

CSM Magazine

FEBRUARY 17, 2021

Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

Examples include: Customers – benefit from quick identification and automated verification/ validation, a relevant welcome greeting, while being proactively provided with both order and account updates, as a starting point. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. The modern contact centre, driven by quality management, multichannel analytics and process excellence, offers everything Generation Z needs to satisfy their individuality, quench their thirst for knowledge and actively manage their careers. .

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Tenfold - Contact Center Blog

DECEMBER 28, 2017

The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Leading Technologies for Workforce Management in Call Centers.

call center workforce 54

call center workforce Call Center Technology Management 54

Enghouse Interactive

FEBRUARY 18, 2021

Providing agents with simple access to complete customer account information is imperative, as is ensuring that all customer comments are used to make the right decisions on how best to help them. The most powerful predictive analytics applications can even propose alternative solutions in real-time. Avoid it at your peril.

Contact Center 56

Contact Center Analytics Self service Metrics 56

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Analytics Dashboard: Tracks adherence, compliance, and overall agent performance. 5 on G2 and Capterra.

call center software 52

call center software Call Center Multichannel Coaching 52

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) both on an individual basis, and when aggregated, enabling personalized communications for others within the same industry.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Serenova

JANUARY 7, 2020

Today, that solution unifies everything from customer engagement to quality management to analytics. We understand there is a high level of accountability and anxiety during implementation that affects many and must be managed expertly. So, we created a true cloud contact center solution that could.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Voxjar

JUNE 8, 2021

While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision. Klaus has an easy sign up process that does not require that you speak with sales to launch an account.

Call Center 51

Call Center Analytics Enterprise Sales 51

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Serenova

JULY 21, 2020

Leveraging the Lifesize Go video solution delivers both, without requiring additional downloads, subscriptions or accounts for agents or customers. Voice and text paths as well as quality management recordings also continue uninterrupted, completing the true omnichannel contact center circuit.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

DMG Consulting

SEPTEMBER 30, 2021

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. Total revenue for all companies that sell WFO suites on a generally accepted accounting principles (GAAP) basis in 2020 was $3.94

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48