CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success. “Our

Management 59

Management Contact Center Analytics Customer Centricity 59

Magellan Solutions

SEPTEMBER 11, 2023

Do you find it challenging to optimize your resources and meet demand? AI scheduling tools can improve workforce efficiency by 20% to 30%! The Evolution of Scheduling: Emergence of AI Tools for Scheduling Optimization Manual scheduling methods have been the go-to approach for businesses. First time hearing such a concept?

Tools 98

Tools Social Media Healthcare Resources 98

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Effective workforce management is essential for any business.

Self Service 85

Self Service Management Contact Center ROI 85

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. In a buyer’s market, what is the future of workforce engagement? What is Workforce Engagement? Why Workforce Engagement Matters to Business? Attract new talent?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

CSM Magazine

APRIL 12, 2023

True-cloud, workforce-performance leader combines WEM suite with Genesys Cloud CX to give customers a more flexible, feature-rich solution. Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale. s inaugural Power Partner Awards for productivity.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . There are more cost-efficient, convenient, and safer options available that assist with truck roll optimization and even elimination, but many organizations have not implemented them. Four Truck Roll Optimization Innovations. Yes, they cost a lot.

Self Service 207

Self Service Innovation Analytics Transportation 207

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024. Many also do so during employee onboarding.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Magellan Solutions

JULY 10, 2023

Are you constantly seeking innovative ways to streamline business operations, enhance productivity, and achieve optimal efficiency? Artificial Intelligence (AI) can revolutionize automation for business optimization. AI-driven outsourcing aims to let you experience a new level of automation, intelligence, and optimization.

Chatbots 75

Chatbots Analysis Transportation Innovation 75

Magellan Solutions

MARCH 13, 2024

These regions offer a talented and cost-effective workforce, making them ideal for companies looking to maximize efficiency and reduce costs. It can increase customer satisfaction, productivity, and responsiveness to international markets. So, if you’re considering offshoring, explore these types of activities!

Tips 105

Tips Culture e-support Communication 105

Magellan Solutions

JUNE 23, 2023

It has helped companies increase their production, efficiency, and cost-effectiveness. Opportunities of AI in Outsourcing Increased Efficiency and Productivity One of the key benefits of outsourcing artificial intelligence is improved efficiency. Businesses can achieve a higher level of productivity and efficiency in their operations.

Competitive Advantage 98

Competitive Advantage Analytics Innovation System 98

NobelBiz

MARCH 26, 2024

Customer journey mapping tools: Visualizing and analyzing customer journeys to identify pain points and optimize touchpoints for a seamless experience. With its ability to handle customer inquiries and route calls efficiently, IVR enhances customer satisfaction while optimizing agent productivity.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

CSM Magazine

APRIL 6, 2023

Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Analytics Innovation Customer Centricity 52

Talkdesk

FEBRUARY 16, 2021

Even organizations that adopted substandard technology have experienced improved employee productivity, higher customer satisfaction (CSAT) scores and lower operating costs. This includes collaboration workspaces, meeting capabilities and screen sharing. You have a limited workforce optimization strategy.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

AWS Machine Learning

DECEMBER 12, 2023

By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house. This new workforce requires rapid reskilling and understanding of disruptive services such as artificial intelligence (AI) and machine learning (ML) to drive meaningful outcomes.

Telecommunications 101

Telecommunications Training Chatbots CRM 101

Comm100

JANUARY 17, 2024

By integrating these automation tools, businesses can significantly enhance their customer service capabilities, ensuring that they meet the rising expectations of modern consumers. The key lies in not only deploying these technologies but also in optimizing them to work in harmony with human agents, creating the perfect human-bot harmony.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

CSM Magazine

NOVEMBER 23, 2023

With advanced data analytics and reporting, managers can monitor the movement of assets, inventory levels, and workforce productivity in real-time. This visibility empowers decision-makers to respond quickly to changing conditions, make data-driven choices, and optimize warehouse performance.

Return on Investment 52

Return on Investment Transportation System Analytics 52

NICE inContact

DECEMBER 26, 2018

We’re proud to be recognized with the highest position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our placement in the Leader’s quadrant based on our Completeness of Vision (weighted toward market understanding and product strategy). Agile technology and a reliable partner.

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

Magellan Solutions

JULY 10, 2023

Are you constantly seeking innovative ways to streamline business operations, enhance productivity, and achieve optimal efficiency? Artificial Intelligence (AI) can revolutionize automation for business optimization. AI-driven outsourcing aims to let you experience a new level of automation, intelligence, and optimization.

Chatbots 52

Chatbots Analysis Transportation Innovation 52

BlueOcean

SEPTEMBER 30, 2019

and workstations that optimize their productivity. Scaling your workforce to meet higher contact volumes puts strain on multiple functional areas – most especially your talent acquisition and training teams. At its most basic level, growing your in-house contact center means you’ll need more space. Flexibility.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Engagement 120

Engagement Management Leadership Employee Engagement 120

West Monroe

OCTOBER 3, 2023

A business leader’s challenge: Gaining buy-in and engagement from your workforce around outsourcing to the extent that they not only find it acceptable, but turn into advocates for it because of how it benefits their own job satisfaction and careers. But how do you avoid alienating employees who may view outsourcing in a negative light?

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

AWS Machine Learning

SEPTEMBER 27, 2023

Working with the top 60+ US healthcare networks, MDaudit needs to be able to scale its artificial intelligence (AI) capabilities to improve end-user productivity to meet growing demand and adapt to the changing healthcare landscape. And a focus on helping customers optimize their architecture and accelerate their cloud journey.

Healthcare 98

Healthcare Innovation Customers Financial 98

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. From Optimization to Engagement. While workforce optimization suites are undeniably valuable, particularly for improving staff efficiency, their approach also brings limitations.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

NICE inContact

OCTOBER 18, 2019

Further evaluated on key capabilities and multiple contact centre use cases for product and service robustness, NICE inContact (CXone) received the highest scores in 4 out of 5 use cases in 2019 Gartner’s Critical Capabilities for Contact Centre as a Service.

Contact Center 120

Contact Center Self Service Omni-Channel CRM 120

NICE inContact

JANUARY 15, 2019

Their research then filtered another important layer down, focusing in on organizations that offer a complete product that includes routing, workforce optimization (WFO) and analytics capabilities. We evaluated the overall business vision, product road map, geographic strategy, and partner ecosystem.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

Magellan Solutions

FEBRUARY 5, 2024

Advantages of IT Outsourcing Outsourcing IT functions can enhance a business’s capabilities and performance. It paves the way for simplified processes and increased productivity. It changes fixed costs to variable costs, optimizing budgets and taking advantage of economies of scale.

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52

NICE inContact

OCTOBER 18, 2019

Further evaluated on key capabilities and multiple contact center use cases for product and services robustness, NICE inContact (CXone) received highest scores in 4 out of 5 use cases in 2019 Gartner’s Critical Capabilities for Contact Center as a Service.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

CSM Magazine

DECEMBER 13, 2023

Communicate what people can expect from your products or services. This may indicate instability in the workforce, affecting productivity, employee morale, or worse, customer service quality since this directly impacts their overall performance and efficiency. Create a system that collects feedback regularly.

Customer Service 52

Customer Service CRM Call Center System 52

VDS

OCTOBER 2, 2023

The right partnership can not only facilitate a smooth cloud migration process, but also ensure optimal results from the platform’s wide range of customer experience (CX) features. Key Takeaways Evaluate potential Genesys Cloud partners based on their experience, capabilities, integration, and support offerings.

How To 52

How To Customer Journeys Contact Center Analytics 52

TechSee

DECEMBER 16, 2020

Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. TechSee and Salesforce Use Cases.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

VDS

SEPTEMBER 6, 2023

By integrating Genesys Cloud CX with Salesforce Service Cloud, this joint solution creates a bridge between enterprise contact center and workforce engagement management (WEM) capabilities, empowering organizations to better understand customer interactions, behavior, and history throughout their entire journey.

Omni-Channel 52

Omni-Channel Customer Experience Contact Center Employee Experience 52

TechSee

SEPTEMBER 22, 2020

AR is especially useful in addressing three core use cases, each of which enhances field service efficiency: optimizing appointments. Optimizing appointments. AR enables field service organizations to become more efficient and is even more powerful when combined with Computer Vision AI capabilities. handling complex equipment.

Self Service 207

Self Service Travel Knowledge Base Technology 207

TechSee

MAY 4, 2021

gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. A survey by Aberdeen backs this up, finding that while only 14% of contact centers admitted having remote work capabilities in place before the pandemic, that number increased to 52% by June 2020. Optimize the cost to serve customers.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

COPC

FEBRUARY 15, 2024

Training with AI: Optimization and Questions AI-powered training platforms are accelerating the speed at which new agents reach proficiency. These  This collaboration improves efficiency and accuracy, creating a more positive and productive experience for agents and customers. 

Contact Center 52

Contact Center Metrics Training Call Center 52

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience.

Retail 119

Retail Self Service Customer Experience How To 119