CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

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

Calabrio

MARCH 7, 2025

Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Listen to your customers!

Call Center 52

Call Center Benchmark Contact Center Gamification 52

DMG Consulting

JANUARY 3, 2020

Organizations in many industries are leveraging the positive contributions of gamification in many areas of the enterprise, from human resources to risk management. . Successful gamification programs are based on the fundamental principle that people are motivated by different things.

Gamification 78

Gamification Management Coaching Quality management 78

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Provides total solution contact center application for our enterprise and government clients.” – Ismed S, From Telecommunications industry .

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

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

Avaya

JANUARY 29, 2019

Avaya IX Workforce Engagement offers full-featured, unified applications to meet an organization’s unique needs and budget, whether your business is a large, multinational enterprise or small to midsize business. Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Calabrio

FEBRUARY 25, 2025

This granular understanding allows businesses to proactively address negative experiences, capitalize on positive feedback, and tailor agent coaching to improve future interactions. Trending Topics Tool: Leverage AI to automatically break customer conversations into a manageable list of the most common topics and pressing concerns.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Tethr

NOVEMBER 15, 2021

Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more. Talkdesk for end-to-end enterprise customer experience analytics. Their interface is easy to use and includes all the top-level numbers you’d expect from a top-tier enterprise CX tool.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Taylor Reach Group

AUGUST 23, 2017

So in a multi-center environment the enterprise report will aggregate the performance of each of the centers or lines of business across multiple centers. Status states (lunch, break, coaching, training, etc.). Quality/Compliance score. These weaker performers are prime candidates for additional training and coaching.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Contact Center Enterprise Analytics 62

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

DMG Consulting

DECEMBER 7, 2020

Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Avaya

AUGUST 24, 2016

Common recently became a beta user of Avaya Workforce Optimization Select , an easy-to-implement, easy-to-use, security-oriented solution that gives contact center managers and representatives access to scalable and flexible tools. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services.

Quality management 47

Quality management Coaching Contact Center Call Center 47

CSM Magazine

APRIL 12, 2023

With the AppFoundry, Genesys makes it easy for customers who are looking for an enterprise-grade solution like Calabrio ONE to select the best solution for their business starting with a connector for the full Calabrio ONE suite, or separately by product: Calabrio Workforce Management , Calabrio Quality Management and Calabrio Analytics.

APIs 52

APIs Coaching Analytics Morale 52

DMG Consulting

AUGUST 26, 2024

This applies to historical and real-time conversation analytics as well as related applications built on its technology, including transcription, analytics-enabled quality management (AQM), real-time guidance (RTG), next best action, real-time coaching, automated post-interaction summarization, and more.

Analytics 48

Analytics Contact Center Quality management Calibration 48

DMG Consulting

OCTOBER 6, 2023

In addition, some enterprises are beginning to create proprietary LLMs, enabling them to have complete control of the data leveraged by generative AI technologies used in their organizations. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. Currently, there are two types of speech analytics solutions.

Analytics 54

Analytics Enterprise Contact Center Quality management 54

DMG Consulting

MAY 26, 2020

New-gen WFM solutions, supported by artificial intelligence (AI) and real-time adaptive intraday management capabilities, balance the needs of contact center agents – whether in the office or at home – with customer expectations and enterprise goals.

Contact Center 48

Contact Center Technology Gamification Management 48

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Symbal AI-powered call insights & coaching Custom pricing 4.4 out of 5 on G2. 5 on G2 and Capterra.

call center software 52

call center software Call Center Multichannel Coaching 52

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

DMG Consulting

DECEMBER 2, 2022

These AI-based assistants function as virtual coaches, providing agents with context-based guidance obtained from knowledge bases, FAQs, intranets, and other sources as needed to improve agent efficiency, accuracy, and quality.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

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. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

JANUARY 4, 2023

Retrain all contact center managers, leaders, supervisors, quality management specialists, coaches, and everyone who interacts with agents – training is highly under-rated in many contact centers, but it makes one of the biggest impacts on the satisfaction and retention levels of agents.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

Verint

MARCH 6, 2018

Your Enterprise AI is Only as Good as Your Data”. March 6; San Jose, California Joe Dumoulin, CTIO at Verint Next IT, will present “Your Enterprise AI is Only as Good as Your Data” at 3:30 p.m. Automated Quality Programs—Making Every Agent Your Best Agent”. Strata Data Conference. Global Connection Congress. ePharma Conference.

Quality management 35

Quality management Coaching Self service Enterprise 35

Natalie Petouhof

MARCH 3, 2016

The solution enables enterprises to listen to and register what their customers are saying — directly and indirectly — in calls, chats, emails, on the web and in any other channel and analyzing the interactions to extract implicit feedback data.

Analytics 49

Analytics Surveys Enterprise Customer emotions 49

NICE inContact

JULY 10, 2018

An enterprise-grade, open cloud platform can deploy quickly, scale securely, and offers extensive developer tools, third-party integrations and a network of ecosystem partners. Focus on quality management. According to Aberdeen Group, a research firm that identifies Best-in-Class organizations, top performers focus on quality.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

DMG Consulting

SEPTEMBER 12, 2023

Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/ training resource. It explores product pricing and offers implementation best practices to help users realize a rapid and strong return on their investment.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

CSM Magazine

JUNE 22, 2023

Calabrio ONE seamlessly unifies workforce optimisation, agent engagement, and business intelligence solutions into the only enterprise-grade, true-cloud workforce performance suite. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

CSM Magazine

APRIL 18, 2023

Elevate Functionality Across Key Workflows Combine data from Workforce Management (WFM) and Quality Management (QM) systems to provide an extra layer of value that optimises contact centre performance. A good example is using quality scores to impact schedules rather than create schedules based purely on agent skills.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways.

Quality management 40

Quality management Coaching Analytics Enterprise 40

Enghouse Interactive

OCTOBER 21, 2020

Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues. Highlight compliance issues, deviations, exceptions, and treat them accordingly.

Self service 79

Self service Contact Center Benchmark Chatbots 79

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. Quality management. Performance management tool built around collaboration and coaching.

Analytics 48

Analytics CRM APIs Contact Center 48