Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Aligning Quality Management With Customer Experience.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. AI-infused quality management is enabling leaders to stop problems before they start. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. AI Makes It Possible (Blog Series). Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. 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. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 13, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Delivered from the cloud “as a Service”… enables you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Single-Sourced.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Help Customers Help Themselves with Self-Service. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well. Transform the Contact Center with Microsoft Teams (blog series). ChatBots (a.k.a.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. AI-Enabled Self Service (34.8% Find out more by registering for our upcoming webinar: . Chatbots for Customers (31.0% planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Or building self-service tools based on AI-driven insights to answer customers’ questions without involving an agent?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Enghouse Interactive

APRIL 13, 2021

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. 2) Deloitte: Digital Consumers Trends 2020. (3)

Contact Center 93

Contact Center Morale Technology Self service 93

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. A conversation with Chris Hodges and Ellwood Neuer at Noble Systems. All right, last question.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Verint

MARCH 6, 2018

Using Automated Quality to Make Every Agent Your Best Agent Webinar. Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m. March 8; Online Webcast. ePharma Conference.

Quality management 35

Quality management Coaching Self service Enterprise 35

Enghouse Interactive

APRIL 30, 2021

How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Building EI in your team and culture. Overcoming the barriers to EI.

Customer emotions 58

Customer emotions Analytics Employee engagement Chatbots 58

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. AI has already taken root in foundational contact center systems, from workforce management software, to smart routing, to conversional IVRs.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

SEPTEMBER 3, 2021

As a dedicated, white-label solution, for service providers, system integrators, or value-added resellers looking to enhance their current communications offerings. Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

NICE inContact

NOVEMBER 8, 2019

link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”]. Plus, if you use your Salesforce data to identify customers who should be routed to self-service options, their wait time is eliminated entirely. Want proof?

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. The cloud allows the use of intelligent automation to create a self-regulating contact centre.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

FEBRUARY 5, 2021

Quality management systems. The rise of channels such as self-service and AI-powered chatbots has transformed the nature of those interactions that reach the contact centre. Essentially businesses want exactly the same advanced functionality across the hybrid contact centre as in the physical location.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. Assets you can download: webinar recording and presentation.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Enghouse Interactive

SEPTEMBER 3, 2021

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contact center solutions 43

contact center solutions Self service Quality management APIs 43

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. Contact centers must constantly inspect their self-service menus to ensure they remain relevant. But where to start?

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Enghouse Interactive

JULY 7, 2021

Register for our upcoming SmartQuality Launch webinar to learn how. Continuous improvement by better coaching agents. Increases revenues by improving the customer experience and driving better results.

Scripts 52

Scripts Coaching Contact Center Call Center 52