DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model. Analytics-enabled quality management.

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Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification. Intelligent virtual assistants.

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Contact Center Interactive Voice Response Gamification Quality management 48

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. The right communications and collaboration tools empower everyone.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

MARCH 5, 2024

A desire for instant-access self-service options is shifting how customers want to engage. And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up?

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Quality management Management Contact Center Coaching 78

CSM Magazine

APRIL 25, 2023

According to Calabrio’s latest State of the Contact Centre Report, 1 in 3 consumers say they see agents as brand representatives rather than low-level service workers. Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed.

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Analytics Coaching Benchmark Contact Center 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

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Quality management Contact Center Management Best practices 75

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?

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NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 5) Continue to evaluate.

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Interactive Voice Response Chatbots Contact Center Quality management 70

Enghouse Interactive

DECEMBER 5, 2018

Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Despite the onward march of the robots, older, more traditional types of interaction technology still dominate in the contact centre today and we expect that to continue for some years to come.

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Analytics Coaching Cloud contact Engineering 84

8x8

MAY 23, 2018

But technology will only get you so far in your quest to provide great customer service. Acknowledging the importance of pairing world-class software with world-class practices will help you optimize your customer service practice. Focus on Coaching and Training. Relax Script Adherence and Encourage Internal Dialogue.

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Customer Service Scripts Coaching Contact Center 48

CSM Magazine

FEBRUARY 7, 2023

Looking ahead this year, I think we’re going to see a very broad diversity of customer service strategies. Others who learned from the past will continue to invest in new CX technologies. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), But where to start?

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Contact Center Self service Cloud contact Wait times 48

CSM Magazine

MAY 5, 2022

7 ways to crack the code using agent self-scheduling. Remember the secret sauce to self-service automation – comprehensive rule sets and real-time intraday service level controls across all skills ensure that agents can completely self-service, build and modify their schedule, without any intervention from the WFM team.

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Self service Service level Analytics Coaching 52

Verint

MARCH 6, 2018

The online event—part two of this webinar series—will speak to how automation is changing the way the industry thinks about quality management, what this transformation entails and why it matters. Automated Quality Programs—Making Every Agent Your Best Agent”. Global Connection Congress. ePharma Conference. Out with the Old.

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Quality management Coaching Self service Enterprise 35

teleopti

OCTOBER 18, 2019

This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Enghouse Interactive

JULY 7, 2021

With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged. The result is that agents will benefit from more time spent being proactively coached, leading to agents being more motivated and engaged.

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Scripts Coaching Contact Center Call Center 59

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Enghouse Interactive

FEBRUARY 5, 2021

It relies on four key technology trends to underpin it: 1. Quality management systems. Equally, they need to be able to support agents and to monitor quality through real-time speech analytics (RTSA), with the ability to join a call to support or coach an agent. Empower the workforce of the future.

Self service 45

Self service Coaching Chatbots Quality management 45

CSM Magazine

OCTOBER 30, 2019

This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible. New approach?

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Contact Center Scripts Cloud contact Technology 80

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). But it goes beyond enabling automation.

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Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JULY 29, 2021

With the latest technology, recordings are processed in real-time and are time-stamped, codified, and indexed to simplify future analysis or retrieval.

Scripts 98

Scripts Contact Center Benchmark CRM 98

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Monet Software predicts in their study that call centers using workforce management systems generally experience a minimum reduction of 2% for staff hours with an average potential savings in the 5-10% range.

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call center workforce Call Center Technology Management 54

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.

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APIs Coaching Analytics Morale 52

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience contact center solutions Morale Self service 97

Noble Systems

SEPTEMBER 29, 2020

Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies.

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Management Gamification Quality management Schedule adherence 86

Noble Systems

MAY 20, 2021

The Evolution of Speech Technologies and the Influence on CX. Part 2: Speech Technologies and the Impact on CX. Chris Hodges (SVP sales and marketing) and Ellwood Neuer (SVP solution engineering) of Noble Systems continue their discussion, sharing their thoughts on the impacts of speech technology for business and the CX.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Aspect

NOVEMBER 13, 2017

Also, developments in speech recognition technology, thanks to the innovation and developments around voice assistants such as Apple’s Siri, make a world of difference when it comes to the ability of speech analytics to extract valuable customer information and demonstrate great ROI in many operational areas of the contact centre.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 105

Customer Experience Self service Banking Employee engagement 105

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. From the organization’s perspective, on-premise technology is solid and reliable, so all calls will get through and be answered. When it started, Amazon needed to find some way to succeed. How did it do so?

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Contact Center Morale Technology Self service 98

CX Accelerator

JANUARY 10, 2018

Sadly, this rite of passage is often overlooked or marginalized within customer service departments. We can become wholly focused on things like quality scores, metrics, and new technology (all of which are extremely important), but annual goals should help you get out of the day-to-day way of thinking and practice continual improvement.

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Customer Service Coaching Self service Quality management 159

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.

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contact center solutions Contact Center Call flow Quality management 96

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 83

Contact Center Analytics Self service Finance 83

JustCall

APRIL 5, 2023

Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information. CTI screen pop – Caller information is presented to the agent as a pop-up, so they have all the information they need to service customers.

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voip Interactive Voice Response APIs Contact Center 52

Callminer

NOVEMBER 18, 2020

In this day and age when self-service options are available, customers are usually calling in because they have a more complicated issue that isn’t easily solved. Launch technology to automate, monitor, manage, and support all aspects of the customer experience. Say, ‘I don’t know.’

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Contact Center Call Center Gamification Wait times 345

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

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Interactive Voice Response Chatbots Self service Enterprise 98