TeleDirect

FEBRUARY 3, 2025

Crisis Management: Rapidly deploy additional agents during emergencies, ensuring uninterrupted customer service. Cost Savings Without Compromising Quality Managing an in-house call center comes with significant expenses, including salaries, benefits, office space, and training costs.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Callminer

FEBRUARY 21, 2018

Lauren Stafford is a Digital Publishing Specialist at Discover CRM. Call centers can forget about the importance of implementing a system that integrates well with their current CRM solution. Others may baulk at the inordinate amount of time or effort to manage the process as well. @discover_crm. Craig Borowski. SoftwareAdvice.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Taylor Reach Group

SEPTEMBER 29, 2020

Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a few – there are also myriad ways to mix and match platforms. Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). Business Analytics. COMMUNICATION PLATFORM.

Contact Center 85

Contact Center CRM Quality management Analytics 85

Calabrio

MARCH 25, 2025

Evaluate 100% of interactions with automated quality management tools. This includes a range of VOC capabilities, including customer feedback and survey management, real-time guidance tools, agent behavioral analysis. Quality management and performance optimization tools. Real-time customer feedback tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Calabrio

FEBRUARY 25, 2025

Theres also very frequently overlap between so-called CX platforms and technology termed customer engagement (CEM) solutions, customer journey analytics platforms, and customer relationship management (CRM) solutions, as well as voice of the customer solutions, customer data platforms, contact center platforms, and more.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. However, Albert Einstein had an important corollary to this rule when he said, “Information is not knowledge”. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Calabrio

DECEMBER 8, 2020

It’s purpose-built for CRM, and is resilient and scalable. approach and the elimination of data disparity improve contact center quality management? This kind of disconnect severely limits your quality management activities. That does sound truly revolutionary. Can you give me an example?

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. Leading contact center quality management solutions provide comprehensive evaluations of 100% of interactions. With CX analytics, you create offers tailored to customer preferences, increasing conversions and driving higher sales performance.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Using the right approach will enable your organization to deliver better service, protect callers and agents and maximize the customer contacts that result in a positive outcome.

Quality management 40

Quality management Management Best practices Coaching 40

Calabrio

FEBRUARY 7, 2025

Some Aspect users have experienced difficulties integrating the platform with other essential business tools, such as CRM or HR systems. Integrations and flexibility: Calabrio ONE seamlessly integrates with your technology ecosystem, whether that includes CCaaS, CRM, HR and payroll systems, and more.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Calabrio

MARCH 11, 2025

Leverage AI-driven quality management to uncover personalized insights on each interactionwithout the need for manager intervention. Combine interaction data with CRM insights, customer surveys, and operational metrics to create a truly 360-degree view of the customer journey. But even thats not the full story.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Monet Software

MARCH 20, 2019

Verint Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics. The award highlights products which enable their clients to meet and exceed the expectations of their customers.

CRM 15

CRM Quality management Contact Center Analytics 15

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording.

Marketing 98

Marketing Contact Center Telecommunications voip 98

Calabrio

FEBRUARY 25, 2025

Key Features & Differentiators Unified suite: Calabrio ONE integrates WFM seamlessly with quality management, business intelligence, and more, all within a single, intuitive workforce engagement management platform.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

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. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) Integrate with CRM. Action Checklist. Use an omni-channel approach. Leverage chatbots, NLP, and AI.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

MARCH 4, 2025

But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Open APIs and integrations with other business systems (CRM, marketing automation, HR and back office systems, etc.) are necessary to create a seamless flow of information.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Best practices 69

Tethr

NOVEMBER 15, 2021

Kustomer for a cutting-edge full-service CRM. Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more. Even if you don’t make the jump to the CRM, however, their call and chat tools are still pretty robust.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Playvox

FEBRUARY 20, 2024

Calibrate Contact Center Interactions Fairly and Consistently While we all know that feedback is important, when a call center gets busy, coaching, mentoring, and even quality management may fall to the side as agents and their leaders look at meeting and beating agreed-upon Service Level Agreements (SLAs).

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. More Routing Options through CRM Applications. Did you know some CRM systems have capabilities to route voice and digital interactions?

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com. About Salesforce. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Playvox

FEBRUARY 27, 2023

Putting the customer at the center of decision making and operational improvements, CX leaders across the customer service industry are connecting their CRM with their workforce management systems more frequently to enable a 360 degree view of their business and their day-to-day operations.

Management 75

Management Schedule adherence Contact Center Coaching 75

Customer Service Life

MAY 15, 2017

Their advanced reporting allows customer service leaders and quality managers to see how often certain macros are being used and how often they’re being customized or even completely changed. Miuros recognized a huge need for insight around macros and developed a platform using AI that gives valuable insights about your macros.

Technology 74

Technology Customer Service Contact Center CRM 74

Aspect

JANUARY 3, 2018

Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive. On-premises upgrades are often similar in scope to a complete installation of a new system. That’s always a big deal.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Serenova

APRIL 10, 2020

Interfaces that use an internet browser to enable agents to access familiar customer relationship management (CRM) systems from home are helpful. CxEngage Quality Management can help accomplish this by giving supervisors a way to share feedback on customer interactions.

Contact Center 85

Contact Center Benchmark Government Coaching 85

Monet Software

OCTOBER 15, 2018

Monet’s next generation workforce optimization is a cloud-based solution that delivers workforce management, quality management, performance management and analytics from one unified, single-vendor source. Plus, our software integrates seamlessly with more than 60 ACD and CRM systems.

Contact Center 59

Contact Center Surveys CRM Quality management 59

DMG Consulting

FEBRUARY 20, 2025

Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% of survey responses, is a three-way tie between business intelligence, contact center as a service (CCaaS), and customer relationship management (CRM). of survey participants. Seventh place, with 22.4%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

DECEMBER 10, 2018

The worlds of interaction management and customer relationship management (CRM) are coming together. Instead of fighting to “own” the customer, CBCCI vendors are either offering their own CRM functionality and/or making it easy to cleanly integrate to a third-party solution like Salesforce.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

NICE inContact

OCTOBER 18, 2019

In addition, companies frequently need to intelligently route other interaction points such as web form submissions, CRM case objects, tech support tickets, etc. This is typically some type of Customer Relationship Management (CRM), i.e. a ticketing or case system. Methods for handling the CRM – Omnichannel Agent Experience.

CRM 48

CRM Contact Center Quality management Customer Experience 48

Monet Software

FEBRUARY 15, 2019

Monet WFO, Workforce Optimization in the Cloud is a complete suite for contact centers and help desks to automate workforce management, quality management, performance management and, analytics. The winning solutions provide exemplary business management tools, advancing the call center, CRM and teleservices industries.

CRM 54

CRM Quality management Contact Center Analytics 54

Calabrio

DECEMBER 8, 2020

It’s purpose-built for CRM, and is resilient and scalable. approach and the elimination of data disparity improve contact center quality management? This kind of disconnect severely limits your quality management activities. That does sound truly revolutionary. Can you give me an example?

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

SharpenCX

NOVEMBER 10, 2020

Read Next] Fit coaching into your daily workflow with Sharpen’s Quality Management tools. This could mean you integrate your CRM, your ticketing system, and your knowledge management resources so they can talk to each other. Agents who feel well prepared and supported are more confident in their work.

Call Center 121

Call Center Customer Service Coaching Wait times 121