Average Handle Time Employee Experience Management Omnichannel 
Playvox
JANUARY 11, 2024
Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?
eGain Blogs
APRIL 10, 2023
According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. When it is time to cut costs, it is time to deploy a modern, AI-infused knowledge hub! How do you go about doing it?
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Playvox
DECEMBER 15, 2022
More and more, businesses are leveling up their customer experience and employee experience game. In this new world, it’s critical to understand the impact of being able to forecast accurately when voice makes up a much smaller portion of overall traffic for a customer experience center.
Playvox
MARCH 19, 2024
Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). But it goes beyond enabling automation.
Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. How are you tracking customer satisfaction and customer experiences?
Think Customers
AUGUST 18, 2021
Optimize the cloud for omnichannel support. By focusing on omnichannel routing, interactive voice response (IVR), and CRM integration you can direct customers volume to the best communication channel for them. Intelligent routing of calls can also improve customer experiences, average handle time, and call center agent performance.
Oracle
OCTOBER 19, 2020
The first finalist deployed an integrated, reliable, and simplified platform, which interconnected Oracle Cloud CX applications—Oracle CX Sales , Service , and CPQ —with Oracle Digital Assistant , Analytics, Siebel , EPM, ERP, and BI applications, along with third party retail enterprise and dealer management solutions.
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