NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Contact Center Enterprise Analytics 62

Playvox

OCTOBER 12, 2022

Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks. Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents?

Best practices 76

Best practices Contact Center Management contact center solutions 76

Serenova

APRIL 26, 2019

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. This practical primer on the cloud and its role in the contact center is designed to arm you with a high-level view of the cloud and its role in the contact center.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Playvox

AUGUST 25, 2021

One Solution for Workforce Engagement Management and Quality Assurance. Recent surveys confirm that almost 40% of companies prefer to buy integrated workforce solutions from their contact center provider, as opposed to buying from independent vendors.

Management 57

Management Agent burnout Contact Center Coaching 57

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology. While a Ph.D.

Contact Center 48

Contact Center contact center solutions Self service Technology 48

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

SEPTEMBER 16, 2021

Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. Related Article: 4 Key Contact Center Trends for the Post-Pandemic World. Contact centers must be proactive and agile.

Management 52

Management Contact Center contact center solutions Contact center software 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

DMG Consulting

AUGUST 26, 2024

But when today’s conversation analytics solutions are enhanced with genAI, they uncover deeper insights, operationalize findings, and generate improvements to the customer and employee experience (CX/EX). GenAI also reduces the development time for these solutions, as well as the effort required to test them.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Related Article: What is Workforce Engagement Management? Why an Agent Might Be Avoiding Interactions. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Cisco - Contact Center

AUGUST 18, 2020

Our unique multi-tenant cloud Webex Platform for Contact Center enables us to deliver these new features across our entire contact center portfolio, enabling both cloud and on-premises customers to quickly take advantage of new capabilities that help them achieve their business goals. Here’s What’s New. What’s Next?

Contact Center 114

Contact Center contact center solutions Analytics Entertainment 114

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. EnghouseUC Increases overall organizational productivity by improving call flows both within the Call Center and across the rest of the organization, so customer issues can be dealt with as they arise, without delay. Single-Sourced. Always Accessible. Ubiquitous Unified Communications. .

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Very hard, actually. Consolidate tools.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

DMG Consulting

MARCH 10, 2023

Fortunately, many innovations that have been under development during the past few years are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives. Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Playvox

JUNE 28, 2022

We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there. What Is An Omnichannel Contact Center? These days it’s common to hear the terms Workforce Engagement Management (WEM) and Workforce Management (WFM) used interchangeably.

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Performance Management Activity trackers are popular with consumers of all ages. fall in the “engaged” category. Celebrate agent success.

Gamification 79

Gamification Contact Center Coaching Quality management 79

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? It’s a win-win. We owe that to our customers (and ourselves).

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

NobelBiz

JUNE 4, 2024

What is a Customer Service Call Center? A customer service call center is a dedicated facility or a decentralized network of agents tasked with managing customer interactions through various communication channels such as phone, email, chat, and social media. Trust NobelBiz OMNI+ for a superior contact center solution.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. It might have worked well enough for voice on its own, but today’s omnichannel support centers require a new approach.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

MiaRec

MAY 4, 2023

While researching contact center solutions, you might be overwhelmed with all the options on the market. From pricing to integration, you realize there are several factors that you need to consider.

contact center solutions 98

contact center solutions Contact Center Marketing Quality management 98

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Additional benefits were achieved through more extensive internal contact center collaboration, enabling supervisors to collaborate using chat and team collaboration workspaces while also simplifying the management of their agent teams. . Single-Sourced. Always Available.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. Investment protection by leveraging existing legacy infrastructure. Accelerating Digital Transformation. How can you make it happen?

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

DMG Consulting

AUGUST 16, 2022

Predictive analytics is a flexible AI-based technology that is being leveraged by a growing number of contact center solutions (e.g., intelligent virtual agents (IVAs), workforce management (WFM), analytics-enabled quality management (AQM), predictive behavioral routing, knowledge management, interaction analytics, and more).

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Serenova

MAY 1, 2020

Contact centers that don’t regularly recognize agents for good work are likely to experience low morale, burnout and high attrition. A performance management solution like CxEngage Scoreboard can help. Quality management tools can provide much-needed efficiency.

Morale 98

Morale Coaching Contact Center Quality management 98

Serenova

MARCH 10, 2020

As we evaluate the trends affecting contact centers, we view the convergence of Contact Center-as-a-Service (CCaaS) and Unified Communications-as-a-service (UCaaS) technologies as a clear opportunity to optimize customer experience.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Calabrio

MARCH 2, 2020

With Twilio Flex, the programmable contact center platform, businesses get complete control to build the exact contact center solution they need to fit their needs. When we say “programmable,” the customer can customize Twilio Flex to build the contact center solution they need.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

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

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. Welcome to the Evolution.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

DMG Consulting

SEPTEMBER 29, 2022

To begin with, AI technology is being used as the new foundation upon which all contact center systems and applications are being rebuilt. Artificial intelligence technologies are also being used to create a new contact center solution, one that sits at the core of the operation and oversees the performance of the department.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62