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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DMG Consulting

APRIL 15, 2020

These concepts have been in the market for years, but AI is actually still in its infancy, although the AI tools available today are substantially better than the those of the past. There have also been major improvements in processing power and the availability of massive data repositories for AI tools to draw on for their “knowledge.” “As

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DMG Consulting

AUGUST 3, 2020

IA solutions are also being used as oversight tools to keep track of employees’ performance while they are working at home.” . Vendors are continuing to invest heavily in research and development (R&D) initiatives for IA solutions. For more information, visit www.dmgconsult.com. # # #.

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Eckoh

JANUARY 31, 2020

For example, these could be from groups of agents that get high CSAT for complaints, or agents whose upsell conversion exceeds 70%. To findout more about what the Contact Center of the Future holds, download our insightful guide.

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DMG Consulting

FEBRUARY 20, 2025

These solutions remain an essential productivity, management, and oversight tool in contact centers, which utilize them for forecasting, scheduling, real-time adherence, and much more. Lastly, RTG and NBA applications are two of the newer agent augmentation tools helping to improve CX, employee engagement, and productivity.

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DMG Consulting

SEPTEMBER 26, 2018

Enterprises are seeking tools to help them understand and address customer needs more quickly. We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 11, 2021

The more advanced WFM solutions have essential tools for helping contact center supervisors and managers monitor their staff, regardless of where they are located, and keep them engaged. The WFM market is expected to continue to grow rapidly during the next few years.

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Outsource Consultants

JANUARY 27, 2025

Ways to Improve Service Levels: Use workforce management tools for precise staffing predictions. Implement skills-based routing to match calls with the best-qualified agents. Adherence to Schedule Schedule adherence measures whether or not call center agents adhere to their assigned schedules and meet the required work hours.

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DMG Consulting

DECEMBER 7, 2020

Contact centers are, in fact, better positioned than most departments to have their employees work remotely, because of the many applications and tools available to oversee and manage their workers, regardless of their location.” For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

OCTOBER 17, 2019

These automated tools can also help to reduce systems and IT development costs and extend the life of applications throughout the enterprise. RPA is proliferating throughout enterprises, helping to improve productivity, reduce costs, mitigate risk, improve operational efficiency, oversee internal processes, and improve regulatory compliance.

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Liveops

JANUARY 6, 2022

Shifting to an omnichannel approach—one that relied heavily on a robust digital presence—resulted in the rise of virtual agents and contractors across a number of industries. In turn, virtual call centers, receptionist services, and customer service providers have become more in demand than ever. .

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Creative Virtual

JULY 18, 2019

Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. Chatbots are more than customer self-service tools. By Chris Ezekiel, Founder & CEO.

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JustCall

AUGUST 10, 2022

Before we jump into the tools, a brief background on Avoxi. The Avoxi tool is ideal for organizations having anywhere between 51 to 1000 employees. Plus, the tool offers a free trial. This tool combines the GoToMeeting virtual meeting software with the Jive business phone system to give you the best of both worlds.

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JustCall

APRIL 24, 2023

Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Businesses that use Convoso can benefit from its capacity for gamification, as it will help them: Boost user engagement Keep their team motivated to achieve business KPIs through the use of: Leaderboards Points Custom agent avatars, etc.

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JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. The application integrates with business solutions like Salesforce, Zendesk, Netsuite, Microsoft Dynamics, and SugarCRM to help you create a complete suite of customer engagement tools.

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JustCall

MARCH 23, 2023

Further, JustCall has integrated data analytics tools to provide comprehensive analytics on demand, including call abandonment rate and customer satisfaction scores. This data benefits companies looking to measure their call center agents’ performance. When to Use Kixie?

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