Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

NOVEMBER 15, 2024

The chatbot improved access to enterprise data and increased productivity across the organization. Amazon Q Business is a generative AI-powered assistant that can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in your enterprise systems.

Chatbots 114

Chatbots Engineering Enterprise Government 114

TechSee

FEBRUARY 19, 2025

Leading enterprises that use visual AI automation have seen over 90% self-install success rates and a 40% reduction in churn. Jeff, a contract technician, uses Sophie AI’s Agent Assist as an expert coach and advisor. Finally, Flora recommends Jen consider a three-month trial of FiberCo’s new streaming service.

Consulting 109

Consulting Consulting CRM Enterprise 109

CX Accelerator

JUNE 8, 2020

Of the opportunity, here’s what ,, Vijaya Vardhan , Enterprise Customer Support and Success Manager at Atlassian had to say: “I always got a bunch of insights listening to recorded calls. The tone of the customer conveyed their sentiment about the issues.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Aspect

JULY 17, 2019

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” The right coach might not be an expert in your same specialty, but a coach can look at what you’re doing with another set of eyes.

Coaching 82

Coaching Management Contact center software contact center solutions 82

CX Global Media

APRIL 27, 2017

Solutions are easily scalable from small boutique call centers to large enterprises with global operations. The post Brett Brosseau shares insight into Call Center Gamification appeared first on Call Center Coach. Get more human-centric and move onward and upward…faster.

Gamification 227

Gamification Call Center Morale Contact Center 227

CCNG

APRIL 20, 2022

Truth In Processes We're all aware of how the global response to the pandemic triggered an acceleration of enterprise digital transformation. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. He regularly advises companies on topics such as contact center sales skills, coaching skills, and handling irate customers. Follow on LinkedIn. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

DECEMBER 5, 2024

The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience,” says Josh Feast, Verints general manager, AI-powered Real-time Coaching. . “You cant improve what you dont measure.

Contact Center 52

Contact Center Coaching Enterprise Surveys 52

Calabrio

JANUARY 27, 2025

This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Analytics 52

Analytics Contact Center Gamification Coaching 52

Calabrio

JANUARY 27, 2025

This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Contact Center 52

Contact Center Analytics Gamification Coaching 52

CX Global Media

AUGUST 18, 2017

Branch Messenger is the employee self-service platform that offers enterprises unprecedented access to their frontline workers at scale while also empowering hourly shift workers to manage their work lives in real-time. The post Mobile Self-service Modernizes Your WFM appeared first on Call Center Coach. About Branch Messenger.

Self service 174

Self service Contact Center Call Center contact center solutions 174

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

DMG Consulting

APRIL 16, 2019

Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Finally, interaction analytics converts unstructured customer conversations into transcripts and structured insights that can be shared throughout the enterprise.

Analytics 115

Analytics Enterprise Quality management Coaching 115

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Automated recommendations also aid in specialized coaching, improving dialogue quality and overall outcomes for your company and customers. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Coaching 52

Coaching Telecommunications First call resolution Contact Center 52

CSM Magazine

MAY 22, 2024

.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

CX Global Media

JANUARY 18, 2018

As I began on my journey a few years ago into Artificial Intelligence, it began in the enterprise knowledge area within AI. Agents needed to easily and quickly access enterprise information to support and serve customers faster. The post Starting a Successful Chatbot Program – Infographic appeared first on Call Center Coach.

Chatbots 120

Chatbots Enterprise Contact Center Coaching 120

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Recognizing that agents are the most important resources in any contact center means creating robust training and coaching programs that enhance agent performance.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Gamification Average Handle Time Contact Center 52

Calabrio

MARCH 25, 2025

Translate insights into more effective agent coaching and training. Medallia Medallia is a leading experience management platform for enterprises, designed to capture and analyze customer feedback across numerous touchpoints. Role-based dashboards and action management for enterprise-wide visibility.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

CX Global Media

MAY 15, 2017

Windstream (NASDAQ: WIN), a FORTUNE 500 company, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. There is a large number of enterprises, of all sizes, moving to the cloud. Are you Ready for the Cloud?

Contact center software 120

Contact center software Cloud contact Contact Center Transportation 120

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

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Call Center Weekly

DECEMBER 13, 2017

Beverly Mahone is a veteran journalist, author, coach, and professional speaker. After more than 30 years in radio and TV news, Beverly created BAM Enterprises. Leaders should always be looking for new, creative, and fresh ideas that will continue to move their company's bottom line.

Coaching 149

Coaching Employee engagement Education Surveys 149

ShepHyken

DECEMBER 5, 2022

Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. If you expect loyalty from your customers, you must demonstrate loyalty toward them. Transforming the Frontline: 9 Operations Leaders Redefine the Employee Experienc e by Centrical.

Customer Service 185

Customer Service Gamification Customer Support Customer centricity 185

Tethr

AUGUST 13, 2020

Through the Tethr platform and its hundreds of out-of-box packaged insight categories, we’ve eliminated much of the work needed to make listening to the voice of the customer across the enterprise successful and deliver meaningful, positive business outcomes in a fraction of the time it takes with other products. The combination of J.D.

Customer Experience 120

Customer Experience Benchmark Best practices Big data 120

Calabrio

FEBRUARY 7, 2025

Cloud-based Calabrio ONE offers seamless integration with an array of platforms and solutions, from CCaaS and enterprise BI to payroll and beyond. Key Features & Differentiators Enterprise focus: The Aspect Workforce Enterprise solution offers a feature set geared toward enterprise workforce management for distributed global teams.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

CX Global Media

JUNE 6, 2017

Via Globo HQ you can view across the enterprise the use and spend for language support. appeared first on Call Center Coach. Manage, track and visualize every detail with real-time insight into usage data, service-level data, call data and population data – all numbers specified by language, all reports customized to your needs.

Contact Center 176

Contact Center Government Healthcare Call Center 176

CSM Magazine

JANUARY 31, 2025

The reality is that enterprise-scale implementation requires a sophisticated orchestration of multiple elements. Modern Workforce Engagement Management solutions, powered by AI and analytics, enable organisations to move beyond basic scheduling to deliver personalised coaching experiences.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

Call Center Weekly

SEPTEMBER 11, 2017

Beverly Mahone is a veteran journalist, author, coach, and professional speaker. After more than 30 years in radio and TV news, Beverly created BAM Enterprises. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. F inally, give people MORE than they expect.

Customer Service 143

Customer Service Call Center Coaching Enterprise 143

CX Global Media

JUNE 27, 2017

Pindrop provides enterprise solutions to secure phone and voice communications. The post Why your contact center is a massive fraud risk appeared first on Call Center Coach. So I appreciated the opportunity to learn from Matt Raymond of Pindrop at the ICMI Contact Center Expo. Click to Tweet. About Pindrop.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

ShepHyken

DECEMBER 23, 2022

Now more than ever, mid-market and enterprise-level organizations are looking to help ensure their systems adequately enable hybrid work and provide the flexibility and future-proofing necessary to evolve in a fast-changing world.”. In the contact center, Generative AI can produce content for agent coaching.

Surveys 185

Surveys Education Enterprise Technology 185

Taylor Reach Group

MARCH 18, 2021

Leading a global team of consumer response specialists, including hiring, managing, and providing coaching and development of others. Familiarity with Salesforce Service Cloud or other customer service enterprise-level tools to set up and service key ways of working. Developing robust workflow processes, procedures and policies.

Management 129

Management Best practices Coaching Education 129

TechSee

MARCH 7, 2023

Hyper-focused on moving innovation and shareholder value forward, Kate leads with the strategic and go-to-market skills developed over 20 years as a growth-oriented B2B enterprise technology disruptor. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Talkdesk

MAY 11, 2020

How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. They then leave comments to motivate, coach, or encourage agents via Observe.AI. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88