Calabrio

APRIL 11, 2025

Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Integrate Quality Insights Directly into Coaching Workflows Bridge the gap between evaluation and development.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

JULY 21, 2020

Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. AI-Enabled Self Service (34.8%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 97

Scripts Contact Center Benchmark CRM 97

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Enghouse Interactive

SEPTEMBER 29, 2020

Each engagement must be a positive experience, quick, seamless, and painless, regardless of the channel or channels they choose to use – voice, SMS, video, email, social media, or any combination thereof. . Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. .

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Serenova

OCTOBER 24, 2019

When the cashier refused, the manager stepped in. His reaction was caught on video. The video of the enraged response, which involved screaming obscenities and insults, was posted on Facebook and the incident covered by local media. Tom and Tina Olszewski went to a McDonald’s drive-thru with their 9-year-old son.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Calabrio

MARCH 4, 2025

But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Look for software that automates routine tasks, such as after-call work (ACW), and provides elevated self-service options.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 79

Self service Contact Center Benchmark Chatbots 79

Enghouse Interactive

SEPTEMBER 20, 2021

Customers: using webchat, voice, document sharing, and even video chat, on an interchangeable basis, ensures customers and agents can communication efficiently and effectively, minimizing wasted time and eliminating confusion. Find out more. Metrigy Research: Q3, 2021: UC, Contact Center Integration Drives Business Value.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

APRIL 13, 2021

Video… . A CCaaS solution would retain the same data structures and records – and uses any existing custom-developed CRM or CTI integrations… even enabling the seamless integration of advanced AI-enabled self-service tools, putting control into the customer’s hands…where they want it. Facebook Messenger.

Contact Center 93

Contact Center Morale Technology Self service 93

CSM Magazine

NOVEMBER 4, 2020

Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic. 4 ways to maximise and future-proof your contact centre.

Self service 52

Self service Analytics Employee engagement Surveys 52

Upstream Works

JANUARY 25, 2022

At the foundation of digital transformation for contact centers are the blending of human and self-service automated engagements to provide a continuous omnichannel CX. Successful digital transformation for contact centers translates into servicing customers on digital channels, allowing them to choose how they interact.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Playvox

JANUARY 13, 2022

This also means remote workers can have equal access to professional development tools such as performance management and training solutions. And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . Getting Technology Right.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Metrics 56

DMG Consulting

MARCH 12, 2018

At a minimum, SMB contact centers should use the following: Recording – a multi-channel platform that handles 100% recording of: audio (calls), screens (servicing applications, email, chat, short message service (SMS)/text, social media, etc.)

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Enghouse Interactive

OCTOBER 27, 2021

Whereas Surveys, NPS, and CSAT scores only give a partial picture, listening to the Voice of the Customer across voice, video, SMS, text, and social media, is imperative to developing the most complete understanding of the issues that the organization should be immediately acting on.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Enghouse Interactive

JANUARY 15, 2021

Examples of how you can achieve this include: Improving the experience you offer by integrating digital channels (such as chat, email and web self-service) into your contact centre, empowering agents with the tools they need to respond effectively to interactions, however customers make contact. Expand channels to embrace video.

Self service 40

Self service CRM Quality management Feedback 40

Hodusoft

FEBRUARY 14, 2020

Some of the features include automated routing, email, interaction tracking, real-time chat, multi-channel communication, and self-service portal. Avaya is trusted, reliable and provides good service. The Aura model gives you unified communication plus internet, fax, email, and other channels.

call center software 52

call center software Call Center Contact center software voip 52

Enghouse Interactive

JUNE 25, 2021

If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. You can’t over emphasise the importance of creating a trusting open culture in which agents feel comfortable coming to their managers if they are having problems, for example. Quality management.

Technology 40

Technology Morale Self service Analytics 40

NICE inContact

NOVEMBER 8, 2019

Plus, if you use your Salesforce data to identify customers who should be routed to self-service options, their wait time is eliminated entirely. NICE inContact CXone Packages for Salesforce give customer service leaders and agents the tools they need to achieve their KPIs – all in their familiar Salesforce desktop. Want proof?

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Automation and self-service options give customers the ability to interact quickly and simply with your organisation. Quality Management .

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

Expivia

JULY 21, 2021

Self-Service Technologies. Speaking of call center efficiency, advanced self-service technologies are incredibly helpful. However, self-service CANNOT be your service model. . Quality assurance (QA) and quality management (QM) are very important for your call center and your agents.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

DMG Consulting

SEPTEMBER 17, 2021

DMG expects to see innovative contact centers take the following actions, once the pandemic is past: Interview a large number of your employees—agents, supervisors, managers, quality management (QM) specialists, WFM administrators, operations, etc.—and If not, add this to the technology road map.

Contact Center 48

Contact Center Enterprise Self service Technology 48

AWS Machine Learning

JULY 29, 2022

Data as a product – To push upstream the accountability of sharing curated, high-quality, interoperable, and secure data assets. Self-service analytics – To streamline the experience of data users of analytics and ML so they can discover, access, and use data products with their preferred tools.

Government 100

Government Banking Analytics Accountability 100

DMG Consulting

APRIL 16, 2019

The service economy has undergone many changes, all of which benefit from real-time capabilities. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

JustCall

APRIL 5, 2023

Five9 Overview Five9 is a virtual call center with customer engagement functions like voice calls, email, chat, social, SMS, video, and so on. You can also collaborate with remote team members, owing to its video conferencing capability with additional tools like screen sharing. user/month $30.99/user/month user/month $37.99/user/month

voip 52

voip Interactive Voice Response APIs Contact Center 52