Cisco - Contact Center

DECEMBER 17, 2020

And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. We’re excited to announce last week’s launch at WebexOne of the all-new Cisco Webex® Contact Center – a truly next generation cloud contact center.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Vonage

JANUARY 30, 2019

From waterfall to agile and beyond, the common thread is to create tightly coordinated teamwork that operates in short, feedback-led bursts. The goal is to stay relevant to evolving customer needs and deliver quality outcomes on time. Contact centres are a case in point. Aligning Quality Management With Customer Experience.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

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. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Quality management 55

CSM Magazine

APRIL 28, 2021

Contact Centre as-a-Service (CCaaS) players might have the specialist cloud contact centre expertise and Unified Communications (UCaaS) players additionally offer voice functionality, but both lack the CRM capabilities necessary to fully understand the customer.

CRM 59

CRM Analytics Multichannel Telecommunications 59

NobelBiz

APRIL 5, 2022

Furthermore, empowering contact center personnel to manage the quantity of calls in their personal queue might incentivize them to minimize call times when queues surpass a specific level. Of course, if you believe your call center quality management is currently at an optimum level, it may be time to add extra personnel.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

NICE inContact

JANUARY 24, 2019

Agent productivity, engagement and performance quality have all improved significantly, thanks in no small part to CXone Quality Management Pro and inView Performance Management for CXone. Agents now get timely, meaningful quality scoring and feedback.

Contact Center 54

Contact Center Coaching Quality management Metrics 54

NICE inContact

JUNE 21, 2019

But consistency across the board in functionality, quality management, and service were an issue because the collections team’s PBX dialer offered no reporting or visibility into agent’s performance. Supervisor monitoring and feedback became more meaningful and more timely. With 800+ stores across the U.S.,

call center software 54

call center software Contact Center Metrics Coaching 54

SharpenCX

JUNE 9, 2021

It’s easy as the manager to get stuck on the details. You’re tracking quality management and KPIs , providing in-line feedback , and managing your employees’ professional development. Invest in cloud software for your contact center. All the things. Find one that fits your needs.

Management 67

Management Contact Center Employee engagement Engineering 67

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

NobelBiz

AUGUST 3, 2021

On the other hand, if supervisors or quality managers are spending hours identifying calls to coach, a decent speech analytics solution will save you time and enhance performance. This is where solutions that make use of the cloud’s capabilities shine. In fact, giving feedback to your teams on a regular basis is a good practice.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

NobelBiz

JUNE 4, 2024

They are responsible for monitoring call quality, managing schedules, and addressing any issues that arise during operations. By offering continuous support and feedback, supervisors help agents improve their performance and maintain high standards of customer service.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Serenova

JUNE 6, 2019

Despite growing adoption , many contact center leaders still are moving forward cautiously as they work through risk versus benefit of the cloud. The panel addressed these three key benefits of cloud contact centers, all of which directly and positively affect CX: Security.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

JustCall

APRIL 5, 2023

Call recording – Calls are recorded for quality and training. Avaya Cloud Virtual Agent: The brand’s AI-powered auto attendant system paves the way for smart call routing. Feedback on 8×8 from Real-World Users 8×8 Pros 8×8 Cons The quality of phone calls/service is outstanding.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Hodusoft

NOVEMBER 29, 2022

The Five9 Intelligent Cloud Contact Center is a subscription model contact center software that’s loaded with a wide range of features, making it one of the best customer experience management platforms. It provides simple interfaces for non-technical users. The platform is also a bit complex compared to other platforms.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. Here are some tips for monitoring your call center quality: Call recording Call recording software is quite handy for monitoring contact center agent performance.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

JANUARY 13, 2022

In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Serenova

MAY 29, 2020

The Cloud. A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. With the cloud, contact centers can burst to scale and maintain business continuity in crisis regardless of where agents work. Smart Quality Management. Encourage their feedback, which keeps them engaged.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Aspect is making it much easier for employees to be effective participants in the mobile workforce. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Calabrio

MARCH 10, 2025

Put your call center in the best position to deliver great experiences with WFM features like: AI-driven predictive forecasting, intraday scheduling tools, real-time adherence , self-service reporting, and seamless integration with quality management, analytics, and CCaaS tools. Top Providers: Calabrio, Verint, NICE 6.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52