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5 key trends shaping the contact centre in 2025

Connect

According to Cross, the industry at large realised that simply turning on GenAI engines can prove counterproductive, with numerous companies running into AI-induced trouble. “Yet, the role and relevance of AI in the contact centre has never been clearer with an ever-expanding list of applications for the technology in the environment.”

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WFM – Your First Step to a Cloud Contact Center

Aspect

Typically purchased independently – WFM is typically purchased independently of the ACD and Recording/Quality Management systems and interoperates with a very wide spectrum of vendors and different types of solutions. For organizations thinking seriously about a cloud contact center, cloud WFM offers an initial low risk stepping stone.

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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.

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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry

Serenova

By combining Serenova’s CCaaS with intelligent, native WFM, we will offer a new and innovative way for contact centers to ensure the right staffing, at the right time, for optimal cost efficiencies and customer experience. The post Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry appeared first on Serenova.

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2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions

Calabrio

Your contact center software should provide a unified agent desktop and access to complete customer history. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact.