Testing as a pre- employment strategy can measure a candidate’s knowledge, skills or other characteristics. The assessment can also measure certain call center job related skills or aptitudes such as reasoning ability, knowledge of business terms, memory recall, vocabulary, numerical perception or mechanical interest. The employee testing is also used by some firms to screen employee's job-related behaviors for suitability to job requirements.
CRMX Preferred Vendor
CallFinder is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.
CRMX Preferred Vendor
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.
Augment CXM is a navigation system for the contact center built off of hundreds of millions of customer interactions. It provides real-time guidance to every agent, on every turn of the conversation, enabling novice agents to navigate customer queries like veterans.
Our product is backed by three breakthrough technologies:
1. A semantic deep learning engine: Analyze more than keywords, with an AI built to understand full conversations
2. Predictive KPIs: The ability to know the KPI of any conversation. Even without the customer completing a survey
3. Real-time analysis: Review and analyze each and every turn of the conversation, the moment it happens in true real-time
VereQuest helps call centers deliver excellent customer service and build customer loyalty through call center training, call center quality monitoring services/tools, and call center consulting support.
VereQuest's goal is to help organizations keep the promises they make to customers and employees alike. Our third-party, quality monitoring service pairs VereQuest’s highly-skilled Customer Insight Specialists with our proprietary quality monitoring technology VQ Online™ to capture the level of detail you need to understand the experiences customers have when interacting with your call center agents — across all of your channels (calls, email, chat, video, etc.). The result is specific, actionable coaching insight that lifts and sustains performance. This same technology is available in a hosted, SaaS model for internal quality monitoring teams.
The VereQuest Check-Up™ e-learning program is customizable e-learning for service, sales, and chat/email agents [...]
Cloudlinx is a national practice leader in migrating legacy contact center technology to a cloud-based environment. Whether it means mitigating the challenges of moving to a virtualized call center or ensuring the benefits from doing so, Cloudlinx delivers guidance and executive level sponsorship to contact centers from the start of RFP to completion of the cutover.
With a twenty year history in managing complex telecommunication network design for call centers, the team at Cloudlinx has the experience and industry insight to help contact centers both large and small avoid the unforeseen mistakes in committing to a cloud based provider, before they make them.
Cloudlinx has the expertise to help any organization select the right carrier, protect from overspending, negotiate with industry leverage, manage the operational cut-overs and then support you on an ongoing basis, all at no cost to the client.
Through our strategic partnerships with the [...]
Market Force Information has pioneered the customer experience industry with a suite of solutions that capture multiple on-site data streams and help our clients make smarter, more impactful business decisions. This integrated solution model both evaluates experiences and identifies locations as well as actions to improve performance and grow revenue.
Their multi-location solutions provide a robust framework for measuring and improving performance, customer experience, and your financial KPIs.
They deliver solutions for restaurants, big box, and specialty retail, grocery, petro-convenience, hospitality, travel, telecom, technology, energy, education, health and wellness, movie studios and theatres, fitness, financial services, gaming, CPG, alcohol, and tobacco, pharma, government agencies and more.
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee. Learn more at edify.cx.
GamEffective is a leading platform for workforce motivation, performance management, and training. It offers an employee-centric solution enabling companies to align employee focus, knowledge and engagement throughout their departments and locations. The platform uses a combination of deep gamification, rich communications, feedback and recognition, and data-driven adaptive learning to maximize employee motivation and learning engagement. GamEffective serves a diverse client base of global fortune 500 companies including Unilever, Novartis, Singtel, and Microsoft. Its platform is deployed worldwide with tens of thousands of users where it helps boost employee performance, improve proficiency, streamline communications and drive the adoption of products and processes.
Genesys powers more than 25 billion of the world’s best customer experiences every year. And top-industry analysts agree: Genesys is the only leader in both cloud and on-premises customer experience solutions.
Great customer experience drives great business outcomes. More than 11,000 companies in over 100 countries trust Genesys. That’s how we became the industry’s #1 customer experience platform. Helping companies deliver seamless omnichannel customer journeys and build lasting relationships is what we do. From marketing, to sales, to service—make every moment count.
Call Criteria is a Comprehensive HUMAN Quality Assurance Company that provides agent performance analysis as well as compliance solutions to industries like education, insurance, healthcare and financial services.
Working with real HUMAN analysts, we have analyzed over 30 million minutes of customer engagements to provide accurate insights.
Typical results experienced by Call Criteria clients include month over month reductions in compliance violations at a rate of 7% while improving lead conversion and customer retention at a rate of 12% and 9% respectively.
TEN DIGIT modernizes business communications for teams and contact centers by enabling business landlines to work like smartphones using its patented platform, TDC BRIDGE. The platform provides a better customer experience, higher agent satisfaction and an increase in productivity through ‘Intelligent Messaging’TM – resulting in Smarter ConversationsTM with your business.
TDC enables business teams to communicate more effectively with smartphone-enabled customers – using text, voice, link/photo sharing capabilities resident on any generic smartphone.