Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Agent Engagement Matters. Current agent coaching is leading to customer—and agent—turnover. Get Your Copy Now. Learn More.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

CX Global Media

NOVEMBER 6, 2019

Here is an edited transcript of my interview with Roger: Jim Rembach : This is Jim with the Fast Leader Show and Call Center Coach and I’m here at CCW ( Customer Contact Week ) with my good friend Roger Lee of Gridspace. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. So, there’s two pieces.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Calabrio

MARCH 25, 2025

In fact, research has found that: Companies with an active VoC program spend 25% less on customer retention Companies with mature VoC programs also drive higher employee engagement and lower customer service costs Discover top Voice of the Customer best practices to improve your VoC program. Real-time customer feedback tools.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

CSM Magazine

JUNE 27, 2023

The investment follows 234% year-over-year enterprise client growth fueled by the rapid adoption of Zenarate’s solution which is transforming how agents learn and perform. With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. IDC estimates that 75% of enterprise applications will use AI services by 2021.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Calabrio

FEBRUARY 25, 2025

It provides tools for forecasting, scheduling, performance management, and workforce engagement, catering in particular to the needs of larger enterprise contact centers. Focus on enterprise-scale deployments: Verint’s solutions are often geared towards large enterprises with complex workforce management needs.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

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. AQM frees QM specialists to concentrate on what their jobs are intended to be – coaching agents and helping them realize their full potential. . IA Challenges.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Noble Systems

APRIL 14, 2021

The enterprise-level virtual call center solution will deliver the same level of service and features as a traditional model – such as IVR and intelligent routing, recording and QA, workflow designer, compliance tools, and more – rather than stripping out functionality. Training and coaching to deliver the highest level of customer service.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. It also provides constant feedback to employees to motivate them to continually improve performance and better serve financial services consumers.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Noble Systems

AUGUST 19, 2020

Using gamification for financial services can emotionally engage players and motivate them to work toward their goals – whether they are centered around working more efficiently, improving enterprise system usage, or showing empathy for consumers. Insurance providers. Gamification can help insurance companies keep pace with consumers.

Gamification 98

Gamification Banking Enterprise Coaching 98

Noble Systems

SEPTEMBER 8, 2020

They will also need headsets and power backup, and VOIP via home broadband and a VPN connection to the corporate network for secure access to enterprise applications. Consider creating a checklist of requirements and a testing process for each employee. Training and coaching to deliver the highest level of customer service.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Before supervisors can coach mastery, RCDA helps them become masters themselves. Press Release.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

DMG Consulting

JANUARY 10, 2022

To optimize their overall service experience, enterprises need to view it through the eyes of their customers and re-imagine the entire customer journey, not just what happens in the contact center. It’s time for many of these WFO/WEM applications to become standard employee productivity and engagement tools.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Noble Systems

JUNE 2, 2020

Monitor interactions in real time to provide on-the-spot coaching and improve performance. Integration with Existing Systems – Providing a 360° view of your customers requires that your contact center solution integrate with other enterprise systems like CRM, BPM and ERP so that all teams have access to critical customer data.

Call Center 80

Call Center Management Contact Center First call resolution 80

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

ClearAction

APRIL 29, 2020

The following job description describes what’s needed to differentiate ease-of-doing-business for industry leadership by embedding customer-centricity in your enterprise DNA. The charter for this role is monumental in driving holistic thinking and making continual progress with customer-alignment in every nook and cranny of the enterprise.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Management 48

Management Coaching Employee engagement Quality management 48

Dialer 360

JANUARY 8, 2019

The fantastic ideas about employee engagement are here. Why Is Employee Engagement Important Topic Today? Employee engagement is getting a lot of consideration right now. This is necessary to promote their people across the enterprise. List of Most Famous Ideas of Employee Engagement.

Employee engagement 23

Employee engagement Call Center virtual call center Surveys 23

DMG Consulting

FEBRUARY 20, 2025

In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives. Lastly, RTG and NBA applications are two of the newer agent augmentation tools helping to improve CX, employee engagement, and productivity.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Noble Systems

MARCH 19, 2021

The strategies that big enterprises use aren’t always the right fit for smaller companies. While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. The costs and office space were often prohibitive for small organizations.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

24-7 InTouch

AUGUST 1, 2024

Post-call tools combine Catapult, an automated coaching platform, and Vision, a technology that provides insights and predictive analytics, to create real time, dynamic reporting to spot trends, and take action on improvements.

Coaching 59

Coaching Employee engagement Engineering Technology 59

CSM Magazine

JANUARY 18, 2023

Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I I am excited to see how Kevin moves the company forward.”

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

JULY 9, 2021

It’s believed that clients are the backbone of any business, and without them, an enterprise may fail. As a result, these individuals could be vital for the success of your enterprise. Besides that, they could also help improve processes for existing employees. Benefits Of A Customer Service Executive. Conclusion.

Customer Service 59

Customer Service Finance Enterprise Coaching 59

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

ijgolding

NOVEMBER 17, 2016

In 2014, after 10-years of solid building, marketing, and promotion, I left what I had created in the good hands of a protégé that I had trained and coached in the nuances of CX. He now carries forward the CX torch that I initially lit but today within a much larger enterprise as the result of a recent merger.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Balto

JANUARY 30, 2025

Customer retention & re-engagement Custom pricing 4.5 Symbal AI-powered call insights & coaching Custom pricing 4.4 By delivering in-the-moment coaching and tailored insights, Balto helps agents excel in customer interactions without breaking a sweat. Krisp Noise cancellation & voice clarity Free $8/user/month 4.7

call center software 52

call center software Call Center Multichannel Coaching 52

SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. Set Clear Expectations. Ongoing Training for Your Team.

Contact Center 67

Contact Center Scripts Call Center call center software 67

3CLogic

APRIL 29, 2024

For enterprises in any industry, leveraging the right technology is critical to meeting service expectations and maintaining a competitive edge. Enterprise leaders are well aware of this, ranking technology enablement for employees, employment of advanced analytics, and an improved experience as top priorities for 2024.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content. You can pair this with gamification that encourages learning.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

CSM Magazine

DECEMBER 29, 2022

Today, company managers are looking for various strategies and tactics to get their employees working together as a group to achieve mutual business goals successfully. One particular strategy that has become widely used in both startup companies and well-established enterprises is collaborative learning.

Education 52

Education Coaching Employee engagement Enterprise 52

CSM Magazine

JULY 7, 2022

In addition to reducing interdepartmental barriers, curbing overspending on unnecessary technology solutions, and unlocking key insights into customer loyalty and employee engagement, it can drive results and accelerate business growth. Kate focuses on coaching and educating across the design process. Why is this?

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

Natalie Petouhof

FEBRUARY 28, 2016

Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. Is the performance of employees consistent across time? Why Is It Important to Balance Cost, Quality and Customer Service?

Gamification 45

Gamification Management Analytics Metrics 45

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

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Flavio Martins. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98