Calabrio

APRIL 11, 2025

Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Integrate Quality Insights Directly into Coaching Workflows Bridge the gap between evaluation and development.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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

Serenova

JULY 21, 2020

Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

DMG Consulting

DECEMBER 1, 2020

Anything that can be done virtually, including things most people thought highly unlikely, like doctor’s appointments, has moved to the web or video. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

MiaRec

AUGUST 6, 2023

Transforming quality management in the contact center ? To view the the full interview, please watch the video below:

Analytics 52

Analytics Call Center Quality management Contact Center 52

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Calabrio

MARCH 4, 2025

But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Chatbot analytics tools can improve bots ability to handle more queries, freeing up agents to focus on more complex issues. Reporting and Analytics: Its all about visibility.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

DMG Consulting

JULY 5, 2020

Desktop analytics to monitor application usage. Real-time speech analytics to trigger supervisor alerts when emotionally charged verbal interactions are in progress. Historical speech analytics to identify performance trends and business opportunities. 100% real-time and historical recording of calls and screens.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

MiaRec

NOVEMBER 26, 2023

To view the the full interview, please watch the video below: This conversation underscores the immense power of leveraging data-driven insights to optimize contact center operations and drive overall success.

Contact Center 89

Contact Center Quality management Customer Experience Management 89

JustCall

APRIL 13, 2020

Team communication – Discussions, file sharing, and video conferencing software. 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. Group Discussion.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

NobelBiz

FEBRUARY 27, 2024

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

SEPTEMBER 20, 2021

Customers: using webchat, voice, document sharing, and even video chat, on an interchangeable basis, ensures customers and agents can communication efficiently and effectively, minimizing wasted time and eliminating confusion. Find out more. Metrigy Research: Q3, 2021: UC, Contact Center Integration Drives Business Value.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Serenova

AUGUST 11, 2020

Serenova can help businesses and agents work more efficiently and deliver higher customer satisfaction with robust quality management capabilities, a true omnichannel platform and enterprise-grade integrations for all of your business-critical systems. CxEngage Quality Management. Omnichannel Platform.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

AWS Machine Learning

AUGUST 17, 2022

AWSLOC manages the end-to-end localization process of digital content at AWS (webpages, consoles, technical documentation, e-books, banners, videos, and more). On average, the team manages 48,000 projects across all digital assets yearly, which amounts to over 3 billion translated words. About the authors.

Engineering 98

Engineering Government Analytics Best practices 98

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define video specifications, and setup as needed. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

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 102

Government Banking Analytics Accountability 102

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. Video helps maintain relationships in ways that no other type of communication can. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Resource: Video Conference Security – Basic Checklist. Recommended Best Practices.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 97

Scripts Contact Center Benchmark CRM 97

Enghouse Interactive

OCTOBER 27, 2021

Whereas Surveys, NPS, and CSAT scores only give a partial picture, listening to the Voice of the Customer across voice, video, SMS, text, and social media, is imperative to developing the most complete understanding of the issues that the organization should be immediately acting on.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. planned, 48.4% increase versus 22.3%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Metrics 56

DMG Consulting

JANUARY 8, 2018

Coaching methods range from manual activities performed by supervisors, such as whisper coaching or internal chat during live monitoring sessions, to automated capabilities supported by speech, text and desktop analytics solutions.

Coaching 48

Coaching Contact Center Gamification Analytics 48

Enghouse Interactive

OCTOBER 13, 2020

But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

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

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

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

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. They also utilise more complete analytic tools. Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Monet Software

AUGUST 29, 2018

Be sure the reports you’ll receive will help with workforce management, quality management and performance management. Monet WFO is an affordable and easy to use cloud-based workforce optimization software solution that includes workforce management, quality management, analytics and performance management.

Schedule adherence 48

Schedule adherence Contact Center Quality management Analytics 48

Enghouse Interactive

JUNE 25, 2021

Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics. Especially in today’s hybrid contact centre environment, video delivers the equivalent of face-to-face interactions for team and one-to-one meetings.

Technology 40

Technology Morale Self service Analytics 40

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Call analytics software changes the game in how you view each call. Workforce Management Software. Video Customer Service. QA Tools and Technologies.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Enghouse Interactive

SEPTEMBER 29, 2020

Each engagement must be a positive experience, quick, seamless, and painless, regardless of the channel or channels they choose to use – voice, SMS, video, email, social media, or any combination thereof. . Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. .

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

NICE inContact

NOVEMBER 8, 2019

NICE inContact has pre-built CRM integrations and easy to get started contact center packages for Salesforce to take your Salesforce CRM to the next level with fully integrated quality management, workforce management, interaction analytics and customer feedback applications empowering agents to deliver the very best customer experiences.

Contact Center 10

Contact Center Average Handle Time CRM Healthcare 10