NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? This is where CXone Interaction Analytics Pro helps you see the “forest” of possibility. CXone Interaction Analytics Pro helps you evaluate all interactions based on topic and outcome.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

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. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Aligning Quality Management With Customer Experience. It’s the outside-in view that counts.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

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

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

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 76

Analytics Quality management Contact Center Feedback 76

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. Let’s explore the opportunities for AI in quality management a bit deeper.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. That’s why this company uses speech analytics and AI to surface moments of really negative customer sentiment on calls.

Coaching 88

Coaching Contact Center Morale Analytics 88

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

teleopti

JANUARY 9, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Omnichannel Analytics. Quality Management Analytics.

Surveys 55

Surveys Coaching Contact Center Quality management 55

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 83

Self service Contact Center Chatbots First call resolution 83

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

Enghouse Interactive

SEPTEMBER 29, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D AI Insights – Vecko and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Get started today by diving into our on-demand webinar: How to Infuse AI into QM: What You Need to Know.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Next blog in this series, coming February 18 th . Key Actionable Insights from the Webinar . . Find out more by registering for our upcoming webinar: . planned, 48.4%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

8x8

DECEMBER 3, 2018

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Use customer experience analytics to quickly identify problems such as excessive hold times or transfers, and then drill down to analyze specific customer journeys.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Enghouse Interactive

APRIL 30, 2021

The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly. Overcoming the barriers to EI.

Customer emotions 58

Customer emotions Analytics Employee engagement Chatbots 58

Monet Software

SEPTEMBER 10, 2020

This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Flexible, integrated scorecards and robust analytics make it easier to determine where empathy may be failing. Need more information about how workforce engagement transforms customer experience?

Call Center 71

Call Center Personalization Scripts Morale 71

CSM Magazine

DECEMBER 1, 2021

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

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

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Protect Your Experts with Call Recording and Quality Management. Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Avaya

JUNE 18, 2018

The latest workforce optimization offerings can help you take advantage of digital technologies like analytics and automation to achieve a competitive edge. 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

COPC

JULY 8, 2021

“Kevin [Campbell] showed remarkable skills as a webinar trainer and steered the dynamic of the group very well,” stated Birker. Course facilitators and trainers, including Kevin Campbell (Managing Director of the EMEA Region), average 20 years of practical experience running CX and contact center operations. At COPC Inc.,

Best practices 52

Best practices Contact Center outsourcing Quality management 52

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. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Enghouse Interactive

SEPTEMBER 3, 2021

Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution. As a dedicated, white-label solution, for service providers, system integrators, or value-added resellers looking to enhance their current communications offerings.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

NICE inContact

NOVEMBER 8, 2019

link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”]. Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

AUGUST 1, 2018

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and customer experience and how it is interwoven within everything they do. Click here to watch the webinar on demand with LEGO. See more quotes from the webinar here :

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Register Now Learn more from Robin Gareiss, President and Founder of Nemertes Research about how Microsoft Teams and the Contact Center can benefit your organization in our upcoming webinar: Blog #1 Enhancing the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52