DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics 48

Analytics Contact Center Quality management Enterprise 48

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. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. IA is an essential input into the customer journey analytics (CJA) process, particularly when the feedback is provided on a timely basis. Final Thoughts.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

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.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

DMG Consulting

MARCH 11, 2022

This includes: improving customer-facing self-service capabilities (52.9%), improving productivity (49.6%), reducing operating costs (47.9%), starting/continuing the contact center’s digital transformation and improving employee engagement, which tied for 39.8%, improving agent-facing self-service automation (36.6%), and more.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. Analyze more interactions and automate workloads for analysts.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 27, 2023

The Importance Of A Successful Quality Management Program Implementing a quality management program can help service centers improve agent performance, increase customer satisfaction, and drive business growth to ensure that customer interactions meet the company’s expectations for quality and effectiveness.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Serenova

NOVEMBER 19, 2019

In fact, the Forrester Wave : Cloud Contact Centers stated that “Forrester believes that natively integrated WFO technologies—such as workforce management (WFM), quality monitoring, call recording, performance management, and text and speech analytics—provide immediate benefits and lay the groundwork for contact centers to evolve strategically.”.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Contact Center Pipeline

SEPTEMBER 6, 2016

Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. They adopted Calabrio QM analytics to accelerate customer contact resolution and restore service levels.

CRM 59

CRM Multichannel Analytics Telecommunications 59

DMG Consulting

JANUARY 10, 2022

Many of the applications that comprise these suites (See Figure 1) should be rolled out to employees in all departments that are part of the customer journey. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The ONE Awards recognize high-achieving companies using Calabrio ONE to drive the future of customer and workforce engagement management.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

NICE inContact

SEPTEMBER 27, 2019

Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management. More employee engagement, Check, check. They also sought s provider that could grow and evolve with the company. Empire Today now?

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

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

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. But QA can be so much more! Here’s how. #1 1 By the Numbers.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. Social Messaging Remakes the Contact Center.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Avaya

JUNE 18, 2018

Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations. Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance.

Quality management 40

Quality management Analytics Coaching Contact Center 40

CSM Magazine

NOVEMBER 4, 2020

Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic.

Self service 52

Self service Analytics Employee engagement Surveys 52

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

DMG Consulting

FEBRUARY 20, 2025

Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% Sixth place is held by three IT segments, interaction (speech and text) analytics (IA), knowledge management (KM), and real-time guidance (RTG)/next-best-action (NBA), each of which were selected by 24.0%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Enghouse Interactive

OCTOBER 12, 2021

Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

DMG Consulting

FEBRUARY 8, 2024

Improving employee engagement was ranked as the fourth-highest business priority for contact centers in 2024 (44.1%). Although they also prioritized the need to reduce staff-related costs, leaders appreciate the importance of enhancing work conditions and better engaging their employees.

Contact Center 48

Contact Center Technology Self service Surveys 48

Monet Software

APRIL 24, 2020

Contact center managers can schedule breaks, monitor adherence and adjust to shifting call volumes and other factors on the fly, all the while directing agents’ attention where it’s needed and inserting adequate time to refresh. Manage to the Metrics. Next Steps.

Contact Center 62

Contact Center Management call center workforce Gamification 62

JustCall

JANUARY 19, 2023

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction. This is where call center quality management can help.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Playvox

MARCH 12, 2023

By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

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 Customer retention & re-engagement Custom pricing 4.5 Pros: Easy to implement and integrate with other tools.

call center software 52

call center software Call Center Multichannel Coaching 52

Enghouse Interactive

APRIL 30, 2021

Jeremy outlined how applications such as Real-Time Speech Analytics (RTSA) can monitor conversations and trigger interventions from supervisors if agents are showing signs of increased pressure, while simple Happy/Sad emojis in call wrap-ups can provide clues to agent engagement.

Customer emotions 58

Customer emotions Analytics Employee engagement Chatbots 58