CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

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Call Center Technology Gamification Coaching 48

Eckoh

JANUARY 31, 2020

Data-driven decisions Managers will have access to live dashboards that provide fine-grained visibility into customer queries, feedback from surveys, agent utilization and performance. Rather than waiting for the next daily report to come from an MI team, they will have access to real-time analytics on any device.

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Contact Center Management Gamification Virtual Agent 52

DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

SEPTEMBER 26, 2018

We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”. The 2018-2019 edition of the Report covers 8 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, OnviSource, SESTEK, Verint, Voci and VoiceBase.

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Consulting Consulting Analytics Marketing 48

DMG Consulting

OCTOBER 17, 2019

The real-time speech analytics market has seen its first sustained adoption cycle beginning in 2019, driven by the need for input into third-party applications and immediate feedback to improve the customer experience. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Analytics 48

DMG Consulting

APRIL 15, 2020

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Gamification 62

DMG Consulting

NOVEMBER 14, 2020

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Analytics Marketing 62

JustCall

AUGUST 10, 2022

Feedback on JustCall from Real-World Users. Internal extensions – Each agent is given a personal extension line so customers can reach them easily. Call masking – Mask private numbers to protect agents’ privacy. Feedback on Cloudtalk from Real-World Users. Feedback on Aircall from Real-World Users.

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Interactive Voice Response voip CRM call center software 52

DMG Consulting

APRIL 15, 2020

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 62

DMG Consulting

DECEMBER 7, 2020

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 62

JustCall

APRIL 24, 2023

Feedback on JustCall from Real-World Users JustCall Pros JustCall Cons The ability to dial numbers from any website is amazing as it allows businesses of any size to scale their operations You can experience major lag during calls It is user-friendly software with features like seamless integration with CRM, HubSpot, Slack, for instance, etc.

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voip CRM Enterprise Call Center 52

DMG Consulting

DECEMBER 10, 2019

For more information, visit www.dmgconsult.com. # # #.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

For more information, visit www.dmgconsult.com. # # #.

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contact center workforce Consulting Consulting Contact Center 48

JustCall

MARCH 23, 2023

Call recording – Monitor agents for training and feedback by playing back call recordings. Analytics – The dashboard presents call activity metrics like missed call rate, outbound calls, and so on, per agent. Call masking – Keep personal numbers hidden to protect customer and agent identities.

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Interactive Voice Response call center solutions CRM Contact Center 52

DMG Consulting

OCTOBER 17, 2019

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 9, 2020

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Contact Center 48

DMG Consulting

DECEMBER 11, 2019

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 3, 2018

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 1, 2017

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 25, 2018

For more information, visit www.dmgconsult.com. # # #.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 7, 2018

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

NOVEMBER 29, 2017

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Interaction analytics collects data from free-form, open-ended dialogues; it can also mine customer data from the web and social media to extract information about customer sentiment.

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Contact Center Interactive Voice Response Analytics Self service 48

Liveops

FEBRUARY 28, 2019

One of the ways we can activate this remote workforce is through our agent learning platform. Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches including social tools and gamification programs to optimize agent performance.

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Gamification Contact Center Call Center Virtual Agent 18

JustCall

APRIL 5, 2023

Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Virtual Numbers: You can leverage local and toll-free virtual numbers with no provisioning required. Feedback on 8×8 from Real-World Users 8×8 Pros 8×8 Cons The quality of phone calls/service is outstanding.

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voip Interactive Voice Response APIs Contact Center 52