CSM Magazine

MARCH 19, 2020

To date, Avaya has helped empower over 200,000 contact center agents to work remotely, and is working with educational institutions, healthcare providers and other organizations globally to provide complementary video collaboration and communications solutions. One of the largest pharmacy healthcare providers in the U.S.

Healthcare 59

Healthcare Government Education contact center workforce 59

Playvox

JANUARY 5, 2022

Video chats let you assess agents’ body language and provide more information on their state of mind than a quick email or chat can. More time on video can increase the risk of agents feeling mentally zapped at the end of the day. Want more tips on how to enhance the experience of your hybrid contact center workforce?

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

NobelBiz

APRIL 2, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management Tools Sophisticated workforce management tools optimize agent scheduling, forecasting, and performance tracking, ensuring optimal resource utilization and productivity.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

CSM Magazine

DECEMBER 6, 2019

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. The MDA 500QD Series is designed for organizations moving their contact center to the cloud.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

Aspect

SEPTEMBER 25, 2018

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Balto

JUNE 20, 2023

New integrations rapidly deploy Balto’s AI-powered conversation excellence and agent enablement technology to Zoom Phone and Zoom Contact Center. Louis, MO — Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has teamed up with Zoom Video Communications, Inc.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

Noble Systems

AUGUST 8, 2019

During the pre-join period between acceptance of the job offer and the day an agent starts, a gamification platform can provide links to company newsletters, welcome videos and other new employee assets. Leverage video conferencing. Video conferencing is a great tool for one-on-one calls and for team calls.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Balto

JULY 19, 2023

The integration allows users to benefit from Balto’s end-to-end solutions designed to empower the contact center workforce both during and after calls for outstanding customer satisfaction: Real-Time Guidance understands conversations and tells reps what to say live in their calls. About 8×8 Inc. 8×8, Inc.

Technology 52

Technology contact center workforce Coaching Contact Center 52

NobelBiz

OCTOBER 6, 2020

These technologies are not necessarily new, but recently stepped into the spotlight as the perfect solutions that would allow any contact center to operate fully remote. Power report states that one of the biggest hurdles is the training of new agents over video calls. The same J.D.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

Playvox

OCTOBER 18, 2022

Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Voxjar

APRIL 9, 2020

We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? You’ll learn. Data Security. Remote Communication Tips.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. You need to bridge gaps among different groups.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

NICE inContact

OCTOBER 7, 2019

He details the five key transformations that will dramatically impact the customer experience space, including: Digital Artificial intelligence/self-service Analytics Workforce Cloud. After watching Paul’s video, you may want to learn more.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

NobelBiz

MARCH 26, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management (WFM) Automation Workforce Management (WFM) Automation plays a critical role in contact center efficiency by optimizing staffing levels and resource allocation.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The service economy has undergone many changes, all of which benefit from real-time capabilities.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Hodusoft

NOVEMBER 29, 2022

Twilio’s Flex is a cloud-based Communication Platform as a Service (CPaaS), which has omnichannel capabilities that support audio calls, video calls, email, text, chat, and social media. To summarize If you’re looking for a robust solution for your contact center, you can consider any of these 10 best contact center workforce software.

Contact center software 40

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

Verint

DECEMBER 1, 2017

So, LV= chose Verint Workforce Optimization to bring the organization together on one platform, enabling it to reach a customer satisfaction score of 86%, one of the highest customer retention rates in the market, continued company growth, and a strong customer and employee experience across a variety of channels.

Customer Experience 35

Customer Experience Customer retention Marketing Management 35

CSM Magazine

JANUARY 25, 2023

A quick Zoom call at the beginning of the day or an online video that can be watched at leisure is all it takes. Inspire and motivate team members through gamification, offering rewards to those who share their successes and learning with others.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Verint

MARCH 9, 2018

The company leveraged Verint Workforce Optimization to help automate staff planning and scheduling—in turn, enjoying savings in the millions of dollars by reducing overtime and excess staffing costs. Click here to watch the video.

Customer Service 30

Customer Service contact center workforce Banking Contact Center 30

NobelBiz

MAY 22, 2022

While previously we relied on audio, now we often need video recordings because we cannot sit behind the agents and see how they’re using the systems and how they’re struggling. And, of course, we’re using quality measuring tools to ensure that we’re measuring customer satisfaction.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

MARCH 29, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. Chief Customer Office Melbourne. April 4-5; Melbourne, Australia. AEDT on April 4.

Chief Customer Officer 21

Chief Customer Officer Customer Experience Contact Center Marketing 21

Aspect

JULY 15, 2020

Grid quick view s that allow audio/video playback, transcript view or metadata review without leaving the search grid . Aspect Workforce Optimization Version 20 allows contact center employees to be immediately mobile, so the workforce can be adapted to whatever new condition these uncertain times may bring. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118