Fonolo

JANUARY 8, 2020

Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Making your contact center omnichannel ready.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

Fonolo

JANUARY 8, 2020

Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Making your contact center omnichannel ready.

Scorecard 67

Scorecard B2C Contact Center Omnichannel 67

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will the AI / chatbot hype start to live up to its promise? Our favorite chart: Reality and Promise of AI. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Customer behavior across channels does not seem normal.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

DMG Consulting

MARCH 2, 2021

The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years.

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

Zendesk

APRIL 28, 2023

Your AI Agent Your AI Agent (Support) from Infinite Hooray is designed to take customer service efficiency and service experience to the next level. Place and receive calls using Nautilus’ feature-rich contact center solution while you manage tickets on the same page.

Innovation 52

Innovation Scorecard Invoicing Contact Center 52

Execs In The Know

FEBRUARY 16, 2023

This guide shares some of the top considerations for making simulation training a part of your agent training program and the benefits of deploying Zenarate AI Coach. By leveraging Zenarate AI Coach, Western Union developed confident, prepared new hire agents before engaging with their first live customer. days to 2 hours.

AI 52

AI Scorecard Contact Center Compliance 52