Calabrio

FEBRUARY 7, 2025

Their workforce management solution, NICE IEX, is a feature-rich platform designed to help organizations of all sizes optimize their workforce operations. NICE IEX provides tools for forecasting, scheduling, performance management, and employee engagement, all within a single integrated platform.

Management 52

Management contact center workforce Contact Center Schedule adherence 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. The most successful contact centers take it further.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. nGUVU offers an employee engagement platform for contact centers.

Gamification 72

Gamification Technology Employee engagement Engineering 72

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Mitigating the Toll Isolation Takes on Health.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Noble Systems

SEPTEMBER 8, 2020

Your employees are used to in-person contact with managers and other team members. Encouraging and even rewarding remote collaboration can go a long way to address feelings of isolation and keep all employees engaged. Internal chat tools can help, as well as daily video standups and team check-ins.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Jive

AUGUST 9, 2018

If an AI chatbots can take even 25% of the incoming inquiries, that will significantly lower the stress level of your employees. #2. Improves Employee Engagement. Save employees from work-related ennui! Boredom from monotony is antithetical to employee engagement. . — Dave Campbell, Retail Touch Points.

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Noble Systems

APRIL 14, 2021

Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Advantages of using a virtual contact center solution versus a traditional call center. Reduce upfront and operational costs.

virtual call center 98

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

NobelBiz

JANUARY 28, 2025

Employee Engagement Scores : Measure agent satisfaction and engagement, as happier agents often deliver better service. Channel-Specific Performance : Track performance across channels like chat, email, and social media to optimize omnichannel strategies.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

BlueOcean

JULY 20, 2023

Best Use of Time: If the proposed contact center solution includes any ratio of agents working on-site, then be sure to get in the midst of the hustle and bustle, y-cord with agents on the production floor, and evaluate the little details that add up, like workstation setups, interior design choices, and visible employee engagement tactics.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Noble Systems

JUNE 2, 2020

Gain Greater Visibility of Activities – Easily access data to make strategic decisions that impact your contact center operations as well as marketing, sales and service delivery. Deployment Model –There are three common deployment models for call center management software solutions: On-Premise , Cloud-Based , and Hybrid.

Call Center 80

Call Center Management Contact Center First call resolution 80

Calabrio

FEBRUARY 25, 2025

Beyond its robust communications and routing platform, Genesys offers its own WEM and WFM solutions. In 2023, Genesys began offering the standalone Genesys Cloud EX solution focused on employee engagement.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Vcaretec

JUNE 6, 2022

Passionate about customer service, and interested in cars & apologetics Connect: @PeterLavers Greg Levin Bio: Employee engagement and customer experience writer, speaker, and humorist. Connect: @dsearls Richard R Shapiro Bio: Richard is a customer retention expert and founder of The Center For Client Retention.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Calabrio

MARCH 22, 2025

Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement. But how do you manage and improve the contact center processes and workflows theyre involved in?

Best practices 52

Best practices Contact Center Management Call Center 52

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! FCC blocks Robo-Calls.

Journey mapping 78

Journey mapping Interactive Voice Response Contact Center outsourcing 78

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Employee listening, analytics, and experience management tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Enghouse Interactive

OCTOBER 12, 2021

Provide agent support when issues arise, focus on solutions and not blame, and agents will go the extra mile – more often than you would expect. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Playvox

JULY 31, 2023

Experienced employees will mentor new hires and raise the collective competence of the staff, creating a positive work atmosphere and making life better for everyone. Employee engagement and empowerment can help deepen staff engagement in their responsibilities, increase the pace of business operations, and improve overall EX and CX.

Self service 85

Self service Management Contact Center Coaching 85

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. Click to See evaluate your Contact Center with SharpenCX’s Contact Center Checklist. Best Outbound Contact Center Solutions.

Contact Center 67

Contact Center Scripts Call Center call center software 67

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. The most successful contact centers take it further.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

NobelBiz

MAY 16, 2023

Software Integrations With an on-premise contact center, you have the freedom to customize your software, but development takes time and resources. With a cloud-based contact center, solutions like NobelBiz OMNI+ come with ready-to-use integrations for popular CRMs, payment processors, and databases. Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

JustCall

MARCH 9, 2023

Cons: All the feature load in this contact center software tends to make it glitchy sometimes, as users have reported. CloudTalk CloudTalk If you are planning to expand your business beyond your physical location, CloudTalk is the right cloud-based contact center solution you can try.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Anexa BPO

NOVEMBER 6, 2022

Attendees had the opportunity to learn about topics such as customer journey mapping, employee engagement, and social media strategy, among others.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Outsource Consultants

JANUARY 9, 2025

Cloud-Based Solutions Offer Flexibility and Scalability The adoption of cloud-based contact center solutions has become a game-changer for many businesses. A key benefit of a cloud-based contact center is the ability to scale operations quickly and seamlessly without needing additional hardware.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

airespring

NOVEMBER 8, 2015

Which is easier said than done, particularly when organizations haven’t yet deployed modern contact center solutions. You can help make your agents’ jobs doable—and give them peace of mind—by investing in industry-leading contact center solutions like AireContact. Luckily, it doesn’t have to be that way.

contact center solutions 48

contact center solutions Contact Center Enterprise Management 48

Playvox

APRIL 27, 2023

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand. Simply put, it’s where CX rises and falls.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

FEBRUARY 2, 2022

In short, you need a solid employee engagement program. It’s also true that many contact centers find themselves relatively immune to this malady. There are a number of steps you can take to prevent burnout. Most fundamentally you need to promote a culture of agent empowerment.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Global Response

DECEMBER 23, 2022

Our favorite call center software platforms include: Five9 Genesys Zendesk LiveAgent Platforms can provide basic solutions with call center software —allowing agents to handle inbound and outbound voice calls—or can provide robust contact center solutions for omnichannel support with AI assistance, knowledge bases, and more.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Playvox

MAY 11, 2023

This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Coaching Employee engagement 89

DMG Consulting

APRIL 4, 2022

At the same time, AI is being added to most of the systems and applications used by contact center agents, vastly improving the experience of delivering and receiving service. Although its addition is new, AI is already demonstrating its ability to enhance the CX while improving quality, productivity, and employee engagement.

Contact Center 48

Contact Center contact center solutions Healthcare Analytics 48

Playvox

JANUARY 25, 2024

WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. WEM solutions combine several elements that allow contact centers to go beyond containing operating costs to elevating and empowering agents with tools to schedule, evaluate, motivate, recognize, and reward your workforce at scale.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Call Journey

OCTOBER 20, 2018

Call Journey, a global speech analytics partner of Genesys demonstrated its voice processing solution Emotive Voice Streams (EVS) at CX18, the industry’s premier customer experience event. As an AppFoundry partner, Call Journey showcased its integrated Conversation Analytics solution and participated in the “Demo Battle”.

Analytics 40

Analytics Engineering contact center solutions Employee engagement 40

Playvox

APRIL 4, 2023

Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. Quiet firing happens when managers don’t take an active role in employee engagement, support, and development, effectively pushing employees out the door. How feedback is framed has a tremendous effect on employee engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78