Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. It is our vision to make innovative market leading software accessible to businesses of all sizes. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications voip 98

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them.

Quality management 69

Quality management Analytics Management Coaching 69

Connect

NOVEMBER 24, 2024

By developing and deploying more controlled autonomous AI, rather than relying on open LLMs to train engines, contact centres can create conversational AI capabilities that feel natural and suit particular markets without the risk of hallucinations.

Engineering 104

Engineering Quality management Cloud contact Interactive Voice Response 104

ShepHyken

FEBRUARY 14, 2017

Once you truly understand your customers, through the use of personas or otherwise, you are better able to market to them. Customer service and customer experience are the new marketing. Many loyalty programs are simply marketing programs. Have we been able to earn their trust? That is how good you need to be!

Quality management 217

Quality management Customer Experience Marketing Consulting 217

ShepHyken

MAY 15, 2020

This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. Jeremy Watkin is a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust.

Contact Center 274

Contact Center outsourcing Quality management Marketing 274

Contact Center Pipeline

DECEMBER 21, 2022

And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent. Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment.

Management 300

Management Contact Center Marketing Quality management 300

Monet Software

OCTOBER 4, 2018

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

Quality management 48

Quality management Contact Center Management Marketing 48

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 The two market leaders, NICE and Verint, which together accounted for 75.5 The two market leaders, NICE and Verint, which together accounted for 75.5 By Donna Fluss. million, a 24.2

Marketing 84

Marketing Contact Center Analytics Enterprise 84

ShepHyken

DECEMBER 25, 2018

Across her 18 year career in the contact center industry, she has worked with various WFOs and BPOs in addition to assuming other roles such as account director, consultant, marketing manager, and quality manager.

Contact Center 211

Contact Center Quality management Consulting Consulting 211

DMG Consulting

FEBRUARY 12, 2025

Given the level of focus on these capabilities in the market and their proven ability to improve the CX, enhance the employee experience (EX), and boost productivity, this is no surprise. Given the intense interest in these capabilities throughout the market, this is to be expected. Are contact centers adopting AI?

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Playvox

JANUARY 27, 2021

In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. 2021 is a watershed year for Playvox. Our global clients significantly expanded adoption of our workforce optimization products. We made our first acquisition to make learning fun for customer service agents.

Quality management 60

Quality management Management Marketing Customer Service 60

Tethr

NOVEMBER 15, 2021

Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more. The post The best contact center reporting and analytics tools on the market [Guide] appeared first on Tethr. Kustomer is a master of the unified communication model.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

ShepHyken

NOVEMBER 28, 2022

He has been recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, CCaaS (Contact Center as a Service), product marketing, social media, and more. What Is Advocacy Marketing?

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Callminer

NOVEMBER 18, 2020

Brett Prentiss is the Co-Founder of Instinct Marketing. Natalya Bucuy is a content marketer at LiveHelpNow. Audit work through quality management programs that reflect the optimal customer experience. Mark Hayes is the Head of Marketing at Kintell. Fraser Wilson is the Head of Marketing for Answer Connect.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021. Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

TeleDirect

FEBRUARY 3, 2025

Businesses in Uncertain Times In todays unpredictable business environment, companies must remain agile to survive economic shifts, market changes, and unexpected crises. businesses in uncertain times offers organizations the adaptability they need to scale operations, reduce costs, and maintain high-quality customer service.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

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. Key Market Regulatory Requirements. Zion Market Research 2016. ** CFI Group – 2018 Contact Center Satisfaction Index. without issues….without without delays.

Quality management 40

Quality management Management Best practices Coaching 40

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? There is no better marketing focus group than your existing customers who choose to make their opinions known.

Quality management 40

Quality management Management Scripts Call flow 40

Callminer

FEBRUARY 21, 2018

The best way to track any online marketing is through Google Analytics, so it’s imperative for your call monitoring software to be able to integrate directly with it. Gregory Golinski is a digital marketing executive for YourParkingSpace , a platform connecting drivers with parking space owners. Gregory Golinski. Stacy Caprio.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. August 5, 2021 Donna Fluss. View this article on the publisher’s website.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? There is no better marketing focus group than your existing customers who choose to make their opinions known.

Quality management 40

Quality management Management Scripts Call flow 40

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

Avaya

MAY 20, 2019

Quality Management? Workforce Management? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). The post Avaya and Verint: Two Market Leaders, One Incredible CX Strategy appeared first on Avaya Connected Blog. Call recording?

Marketing 11

Marketing Self service Contact Center Quality management 11

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Analytics 115

Analytics Enterprise Quality management Coaching 115

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Marketing 48

Marketing Contact Center Virtual Agent Self service 48

MiaRec

MAY 22, 2024

Are you looking to automate your quality management by automatically scoring all of your calls and streamlining your QA processes? For other vendors, please check our Conversation Intelligence Market Guide. Then you probably came across both Level.ai and MiaRec and wondered how both solutions compare.

Quality management 79

Quality management Contact Center Marketing Management 79

DMG Consulting

JANUARY 19, 2025

The following are a few areas where AI and innovation, along with industry best practices, are aligning to deliver to the market the tools and knowledge to enhance the customer and employee experience while improving productivity (reducing cost or increasing revenue).

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

Customer Guru

MARCH 7, 2018

She is a renowned customer experience expert, currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc. Apart from being an insightful customer experience strategist, she has served as the VP of Marketing and Director of Marketing in various startups across geographies. Palo Alto, CA.

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

Calabrio

FEBRUARY 7, 2025

Because of the power that todays tools can bring to the contact center, a teams choice of workforce engagement management (WEM) or workforce management (WFM) solutions can be truly make-or-break. Key Features & Differentiators Market presence: NICE is a market leader with a large global customer base.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52