MiaRec

JUNE 27, 2022

He opened his keynote by explaining how the main priorities he spoke about in 2019 (the last Cisco Live) still stand true:

Conference 75

Conference Call Recording Analytics 75

Eptica

MARCH 11, 2020

Avec une palette de solutions très large (plateforme Omnicanal, service vocal interactif, ACD, Call Recording, Speech Analytics…), Enghouse Interactive aide les centres de contact à améliorer leur performance et la productivité de leurs agents. Partager cet article sur: Tweet. Ces articles pourraient vous intéresser.

Self Service 75

Self Service Call Recording Communication Analytics 75

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Analytics and Data Management. AI, Bots & RPA. times greater revenue from customer referrals. www.upstreamworks.com.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.

Contact Center

Grade.us

MAY 28, 2019

Content Management Systems Design tools Analytics tools Call Tracking tools. Analytics tools. Google Analytics. Google is the de facto standard for web/marketing analytics. What's really helpful about Google analytics is the fact that it's designed to work with Google's suite of proprietary tools.

Tools 37

Tools Marketing Social Media Advertising 37

Avaya

MAY 20, 2019

Call recording? Speech and Text Analytics: Analyze what’s happening in customer conversations—be it voice- or text-based—to uncover where agents are struggling with things like limitations in applications, procedures, policies or anything else that prevents them from being the best they can be. Quality Management?

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11