NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Quality management 52

Quality management Call Center Management Calibration 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. Learn More.

Contact Center 93

Contact Center contact center solutions Analytics Entertainment 93

Serenova

APRIL 26, 2019

The conference offers three days of content-packed sessions, an exhibit hall for vendor info and demos, and the opportunity to talk to contact center leaders and hear practical insights. To learn more about the state of the cloud contact center, read about the results of our survey at Enterprise Connect 2019 here.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

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

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

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Single-Sourced.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Serenova

MAY 1, 2020

Serenova’s CxEngage contact center solution aggregates data, giving supervisors the complete picture of customer interactions. Quality management tools can provide much-needed efficiency. CxEngage Quality Management records agent interactions and measures them against a defined set of criteria.

Morale 98

Morale Coaching Contact Center Quality management 98

Playvox

DECEMBER 13, 2022

If an agent is taking unscheduled breaks to avoid interactions, it should show in adherence metrics , depending on how your activities are mapped in your contact center solution. 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

NICE inContact

JANUARY 30, 2018

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery. The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

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

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. AI-infused quality management is enabling leaders to stop problems before they start. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

JUNE 28, 2022

Workforce management software in the contact center provides automated agent scheduling and forecasting, along with other features such as long-term planning and real-time visibility. Ultimately, WFM omnichannel contact center solutions allow you to leverage your agent resources as efficiently and effectively as possible.

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Talkdesk

NOVEMBER 25, 2020

Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX).

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

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

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

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. A unified supervisor and admin experience. A unified customer experience. One platform.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Single-Sourced. Always Available. Unified Communications. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Because your organization needs to.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Version 20 of our WFM solution makes it even easier to implement a cloud-based WFM system in practically any cloud environment.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

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

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

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

Playvox

APRIL 21, 2023

Related Article: 5 Must-Haves for Growing Companies Looking to Create an Omnichannel Support Center Evolving Roles In The Contact Center In a digital customer service center, workforce managers, quality management analysts, and even CX leaders will find that their roles are changing — for the better.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. The launch of our new Webex Contact Center solution is pivotal to Cisco’s vision of delivering 10x better customer experiences.

Customer Experience 111

Customer Experience Contact Center APIs Analytics 111

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. There’s little doubt cloud-based contact center solutions are becoming the preferred model, replacing on-premises contact center infrastructure.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Talkdesk

JUNE 5, 2019

As the leading provider and developer of on-demand shared ride technology, Via experienced significant growth and needed a flexible contact center solution to support its customer service operations.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

DMG Consulting

DECEMBER 10, 2018

And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Customer-first Support. Global Scalability.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Playvox

OCTOBER 12, 2022

But video conferencing is only the start of the technology available to support remote customer service agents and manage remote customer support teams. For optimization, Workforce Management and Quality Management solutions are game changers. Step up to a more advanced contact center solution.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

AUGUST 25, 2021

Customer experience technologies exist in an interconnected ecosystem, and customers want unified solutions that seamlessly exchange information and deliver incremental value beyond the sum of the parts. Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center.

Management 57

Management Agent burnout Contact Center Coaching 57

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.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

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. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

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

Tethr

NOVEMBER 15, 2021

Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more. Get AI, automation, and omnichannel tools all at your fingertips on one desktop with Five9’s integrated contact center solution.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93