Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

Fonolo

NOVEMBER 22, 2022

hours of on-demand video, assignments and a certificate upon completion. It’s a great starting point for new contact center team leads, supervisors, and managers looking to start their next role on the right foot. More on Udemy’s Call/Contact Center Management Course ?. GAQM: Certified Call Centre Manager (CCCM).

Call Center 147

Call Center Management Benchmark Contact Center 147

MiaRec

APRIL 12, 2023

If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center. Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck?

Analytics 98

Analytics Contact Center Quality management Management 98

Certified Languages International

NOVEMBER 10, 2020

language services industry (hi, Lionbridge and TransPerfect), we’ll be focusing on the top companies that primarily provide remote interpreting services, like video and telephone interpretation. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Stratus Video. Let’s take a closer look. LanguageLine Solutions.

Healthcare 52

Healthcare Government Banking Enterprise 52

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

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. Today’s tools can translate speech to text in order to find a specific word or phrase in an audio or video stream, enabling “problem interactions” to be quickly located and evaluated.

Quality management 40

Quality management Management Best practices Coaching 40

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Watch this video to see how Aspect Performance Management helps transform information into knowledge – and for more information on Aspect Performance Management, visit our product page.

Big data 102

Big data Management Journey mapping Contact Center 102

MiaRec

NOVEMBER 26, 2023

To view the the full interview, please watch the video below: This conversation underscores the immense power of leveraging data-driven insights to optimize contact center operations and drive overall success.

Contact Center 89

Contact Center Quality management Customer Experience Management 89

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

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

Spearline

FEBRUARY 17, 2022

High latency is a cause of poor quality voice or video interaction across a network. Echo, overlapping noises i.e. talking over one another, ‘slow calls’, interrupted calls, and disturbed synchronization between voice and video during conferencing are all common effects of poor latency. What are the effects of latency?

Telecommunications 96

Telecommunications voip Call flow Surveys 96

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. Video helps maintain relationships in ways that no other type of communication can. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Resource: Video Conference Security – Basic Checklist. Recommended Best Practices.

Healthcare 40

Healthcare Best practices Government Enterprise 40

DMG Consulting

DECEMBER 1, 2020

Anything that can be done virtually, including things most people thought highly unlikely, like doctor’s appointments, has moved to the web or video. Shift from traditional retail to ecommerce – The world has gone virtual.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

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

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. What tools and platforms will they need to complete that work too? Data is the best friend of a supervisor.

Management 82

Management call center professionals Quality management Feedback 82

Spearline

APRIL 7, 2020

High latency is a frequent cause of poor quality voice or video interaction across a network, and it can have a very significant impact on the effectiveness of communications. What are the effects of Latency? Workgroup collaboration and customer engagement can suffer and have a real impact on business. How do you measure Latency?

voip 90

voip Entertainment Quality management Technology 90

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

JustCall

APRIL 13, 2020

Team communication – Discussions, file sharing, and video conferencing software. Guide articles of any sort – features, basics, steps or settings, files or videos – all are clubbed together in our knowledge base. Keep it live with video conferencing. Remote customer service is all about pace with quality.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

Enghouse Interactive

JUNE 9, 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. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Spearline

FEBRUARY 8, 2021

Today’s users have very high expectations regarding the quality of phone calls, and there are many issues that can occur with a voice connection, including echo. Businesses depend on clear communication channels in their customer interactions and more and more are taking a truly proactive approach to audio quality management.

Telecommunications 90

Telecommunications voip Quality management Accountability 90

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. Quality Management When agents feel empowered, they provide better service and more engaging interactions with customers. Celebrate agent success.

Gamification 79

Gamification Contact Center Coaching Quality management 79

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. What tools and platforms will they need to complete that work too? Data is the best friend of a supervisor.

Management 72

Management call center professionals Quality management Feedback 72

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

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

Serenova

AUGUST 11, 2020

Serenova can help businesses and agents work more efficiently and deliver higher customer satisfaction with robust quality management capabilities, a true omnichannel platform and enterprise-grade integrations for all of your business-critical systems. CxEngage Quality Management. Omnichannel Platform.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Playvox

SEPTEMBER 6, 2022

Video conferencing was a lifeline for remote contact center agents in the initial COVID transition. According to respondents in the Playvox research, video conferencing software like Zoom is the most popular technology used to support remote workforces (54%). Leverage Smart Technology.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

AWS Machine Learning

JUNE 27, 2022

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. Building a high-quality training dataset for your ML algorithm is an iterative process. Inspect labeled dataset quality. For instance, in our example batch, we have a total of five videos.

Feedback 73

Feedback Engineering Quality management Management 73

ProProfs Blog

APRIL 21, 2020

In terms of quality and performance, do our products and services meet your needs and expectations? How much would you rate our quality management on a scale of 1 to 10? How helpful did you find our video tutorials? Did you find our video tutorials helpful? . What is your favorite element of the product or service?

Surveys 120

Surveys Customer Support Feedback Advertising 120

DMG Consulting

JULY 5, 2020

Workforce management (WFM) with mobility to allow agents to schedule their work hours and vacation, make swaps, and participate in overtime and voluntary time-off opportunities. Video technology to enable employees to interact with one another and possibly to monitor agents.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

MiaRec

AUGUST 6, 2023

Transforming quality management in the contact center ? To view the the full interview, please watch the video below:

Analytics 52

Analytics Call Center Quality management Contact Center 52

Playvox

OCTOBER 12, 2022

When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Video conferencing may be the single most important tool for managing remote contact center agents. to create game show-type quizzes everyone can participate in remotely using Zoom.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define video specifications, and setup as needed. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Aspect

JANUARY 3, 2018

Typically purchased independently – WFM is typically purchased independently of the ACD and Recording/Quality Management systems and interoperates with a very wide spectrum of vendors and different types of solutions. Learn more about how Aspect Via WFM can be your first step to the cloud in this video.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

AWS Machine Learning

MAY 30, 2023

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. Common among them are chatbots, image generators, and video generators. For multi-modal models, such as text-to-image or text-to-video models, the models may output content unrelated to the prompt.

Feedback 70

Feedback Chatbots Engineering Advertising 70

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