Call Center Weekly

FEBRUARY 21, 2018

These solutions should have easy to access and fun agent portals with individual, team and enterprise dashboard to make it easy for any level of user to see performance and competition trends. The best in class solutions will aggregate data systemically from literally every piece of technology involved in your operation.

Gamification 180

Gamification Best practices Contact Center Metrics 180

DMG Consulting

APRIL 16, 2019

Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management uses speech and text analytics solutions to review up to 100% of interactions, 100% of the time, in 100% of channels.

Analytics 115

Analytics Enterprise Quality management Coaching 115

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Quality management 52

Quality management Contact Center Healthcare Management 52

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

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Other industry thought leaders have identified the explosion of digital channels as a reason why the quality of service seems to be falling like a rock.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

DMG Consulting

JANUARY 1, 2024

The need for WEM applications and tools that elevate the CX, engage and empower employees, deliver actionable insights to enterprise managers, and improve contact center quality and productivity has never been greater. This is where the newly reimagined WEM platform comes in.

Consulting 59

Consulting Consulting Enterprise Marketing 59

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

Calabrio

OCTOBER 30, 2018

Calabrio News Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises Share Complexity in the contact center impacts the bottom line. Add to that the challenge for enterprise organizations to manage their fast-paced, sprawling contact centers.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

AWS Machine Learning

APRIL 30, 2024

This can make it challenging to scale quality management within the contact center. We are looking forward to bringing this valuable capability into the hands of many more large enterprises.” We previously published Use generative AI to increase agent productivity through automated call summarization.

Analytics 119

Analytics APIs Customer Service Entertainment 119

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. This week, we announced new products and capabilities that help companies of all sizes move at this new speed of business.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

Calabrio

MARCH 25, 2025

Evaluate 100% of interactions with automated quality management tools. Medallia Medallia is a leading experience management platform for enterprises, designed to capture and analyze customer feedback across numerous touchpoints. Role-based dashboards and action management for enterprise-wide visibility.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Calabrio

FEBRUARY 7, 2025

This allows for streamlined contact center workforce management thats supported AI-powered conversation intelligence solutions , like quality management, interaction analytics, and moreall within a unified platform. Agile Updates: Genesys employs a continuous delivery model, providing regular updates with minimal disruption.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JUNE 8, 2021

Then there are the broader enterprise applications of IA: to identify new product opportunities, at-risk customers, legal risks, and the potential for fraud, just to mention a few. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success.

Best practices 52

Best practices Contact Center Management Call Center 52

NICE inContact

MAY 16, 2019

Complete digital service management across contact center operations — through end-to-end enhancements for digital-first omnichannel management, such as routing, forecasting/scheduling, quality management, interaction analytics, and more.

Enterprise 54

Enterprise Contact Center Quality management Analytics 54

DMG Consulting

DECEMBER 1, 2020

Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises. The benefits for enterprises are clear, as is the opportunity that these solutions are creating for much higher-level employment opportunities. .

Contact Center 100

Contact Center Government Self service Virtual Agent 100

TechSee

APRIL 21, 2021

AI is reshaping the enterprise approach to self-service. Once deployed, the data from the analysis can facilitate intelligent quality management on 100% of agent interactions, thereby improving performance via targeted training. . Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

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

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. While many companies are applying IA findings in a single department, other organizations have started to combine the output with other enterprise data.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

MiaRec

APRIL 26, 2024

The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.

Enterprise 111

Enterprise Quality management Management 111

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. Again – great concept, but in too many situations the QA team was not positioned for success because they did not have access to share their insights with appropriate contact center managers or enterprise executives.

Analytics 76

Analytics Contact Center Quality management Construction 76

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Provides total solution contact center application for our enterprise and government clients.” – Ismed S, From Telecommunications industry . We are very grateful.”

Marketing 98

Marketing Contact Center Telecommunications voip 98

DMG Consulting

MARCH 1, 2019

The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. And combining IA with customer journey analytics (CJA) leads to even deeper insights for the enterprise. TRANSITION VS. TRANSFORMATION.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. 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.

Omni-channel support 87

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

DMG Consulting

MAY 26, 2020

When it comes to contact center WFO applications, the vast majority of enterprises are still purchasing premise-based solutions, although a growing percentage of new sales are for cloud offerings, a trend that has picked up momentum due to the pandemic.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

DMG Consulting

MARCH 30, 2021

The digital transformation of enterprises and their contact centers was greatly accelerated as companies quickly made modifications to accommodate a rapidly changing economic environment and social distancing requirements. CHANGING BUSINESS MODELS. Contact centers should lead and pave the way.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

DMG Consulting

JANUARY 3, 2020

Organizations in many industries are leveraging the positive contributions of gamification in many areas of the enterprise, from human resources to risk management. . Successful gamification programs are based on the fundamental principle that people are motivated by different things.

Gamification 78

Gamification Management Coaching Quality management 78

Tethr

NOVEMBER 15, 2021

Talkdesk for end-to-end enterprise customer experience analytics. A leader in contact center operations, this forward-thinking organization provides cloud contact center services to enterprise customers with an eye towards a seamless customer experience. As far as enterprise customer experience tools go, Talkdesk is a winner.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Serenova

AUGUST 11, 2020

Serenova can help businesses and agents work more efficiently and deliver higher customer satisfaction with robust quality management capabilities, a true omnichannel platform and enterprise-grade integrations for all of your business-critical systems. CxEngage Quality Management. Enterprise-Grade Integrations.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Cisco - Contact Center

AUGUST 18, 2020

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. Simplified Deployment and Management with Webex Control Hub.

Contact Center 91

Contact Center contact center solutions Analytics Entertainment 91

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

Serenova

MARCH 10, 2020

Through our merger with Lifesize, we’ll do this as the first CCaaS provider to offer a natively integrated, enterprise-grade cloud contact center solution with high-definition video. It’s about creating deeper, more intimate engagement between people at every touchpoint across the contact center and throughout the enterprise.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Talkdesk

NOVEMBER 25, 2020

This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording. Enterprise collaboration solutions that extend customer support beyond the walls of the contact center enabling access to subject matter experts across the company.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022: The Year Dedicated to Improving the Customer Experience.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

DECEMBER 7, 2020

Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62